Service Desk Manager

Overview

When you join the Allied Universal® Technology Services, you are joining one of the fastest growing security systems integrators in North America. Build your career within a fast-paced, dynamic, and diverse environment that combines leading-edge technology solutions - electronic access control, video surveillance, alarm monitoring, emergency communications, robotics, drones, and other smart tech innovative solutions - with physical security solutions to safeguard our clients and our communities. We offer an array of opportunities - service technician jobs, installation technician jobs, security installation jobs, engineers, and project manager jobs to name a few. Start your career with us today! We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time positions!

Job Description

The Service Desk Manager is responsible for providing leadership and direction to assigned Regional Service Desk Coordinator staff and implementing action plans. The Service Desk Manager manages the overall execution and performance of the staff and ensures overall national customer service goals and objectives are met by liaising with all departments, clients, and Regional Services Teams. Goals and objectives are aligned with the National Services Organization in terms of supervising employees to ensure schedules are maintained and service responses proceed according to plans, contracts, MSA, and schedules. The Manager ensures that all calls are effectively routed and dispatched by Coordinators, reports out of business systems are generated and assists Regional Services teams with billing and communications. The Service Desk Manager will work in accordance with the organization's office policies and procedures, keeping in mind the overall core values of Allied Universal Technology Services.

RESPONSIBILITIES:

• Manages the activities and performance of all immediate service customer engagements and ensures staff is operating/communicating efficiently and effectively.
• Provides support, expertise, leadership, and accountability for his/her staff and internal customers.
• Plans, organizes, manages, schedules, and controls all daily coordination activities.
• Supports the Sr. Director in all hiring, recruiting, retention and training needs for services staff.
• Supports the Sr. Director in building and maintaining an effective service organization committed to customer and employee satisfaction and profitable growth.
• Establishes goals and development plans for all direct reports. Evaluates employee performance and works with the Sr. Director on salary management.
• Supervises performance of staff and responds to escalated issues in field and internally escalates issues as needed.
• Communicate management directives to staff and ensure compliance (WFS, Safety, etc.)
• Coordinate and liaise with all departments related to service activities.
• Develops manpower schedules and loading to ensure contract compliance and prompt service delivery and SLA/Metric Compliance.
• Follows up on customer satisfaction issues and drives resolution.
• Engages company resources to resolve customer issues outside of service contract scope.
• Is responsible for internal/external service training initiatives to include scheduling, content development, agreeance, and execution.
• Audits data held within the SecurityNow service tool to ensure health and quality.
• Audits all call queues and assists regional teams in scheduling Preventive Maintenance activities to ensure the Field Service organization is effectively managing data and is supported.
• Coordinates with Regional Service Directors for sub-contractor onboarding and liaison.
• Acts as a QA/QC liaison for Field Services teams from a National Service perspective.
• Responsible for effectively escalating any reported issues to Management to ensure timely resolution and documentation
• Ensure that fair and effective performance measures are assigned, and that employees are motivated to achieve and / or exceed their assigned goals and objectives utilizing sound management tools and practices.

QUALIFICATIONS:

• Associate's or Bachelor's Degree required in an appropriate field
• 7 years of experience in Management, Project Management or as a Central Station/SOC Manager capacity.
• Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word)
• Ability to establish and maintain effective working relationships with both internal and external customers.
• Must be able to manage multiple tasks while meeting strict deadlines.
• Must be detail-oriented and organized.
• Strong, planning and reporting skills.
• Possess excellent verbal, written communication and follow-up skills.
• Strong analytical and decision-making abilities.
• Self-motivated with the ability to motivate and influence others.
• Ability to manipulate, navigate and utilize electronic web-based service tools to manage all facets of service delivery/productivity/efficiency.

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company's 401 (k) or Supplemental Income Plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law

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Closing

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.

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