3 Managed Services Support Desk Manager Jobs in Clive, IA
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Managed Services Support Desk Manager
$98k-125k (estimate)
Full Time
1 Month Ago
Carrier Access IT is Hiring a Managed Services Support Desk Manager Near Clive, IA
Job Title: Managed Services Support Desk ManagerDepartment: Managed ServicesReports To: Director of Managed ServicesLocations: Clive, IA, Cedar Rapids, IA or Omaha, NE.Job SummaryWe are seeking a dynamic and experienced Managed Services Support Desk Manager to lead our team of dedicated support professionals. The Support Desk Manager will be responsible for overseeing the day-to-day operations of our service desk, ensuring efficient resolution of client issues, and maintaining high levels of client satisfaction.
Essential Functions
Essential Functions
- Lead, coach, and mentor a team of service desk engineers, fostering a culture of excellence, collaboration, and continuous improvement.
- Set clear performance objectives and provide regular feedback to team members to drive individual and collective growth.
- Develop and implement training programs to enhance the technical skills and customer service capabilities of the service desk team.
- Oversee the delivery of IT support services to clients, ensuring adherence to service level objectives (SLOs) and operational standards.
- Monitor service desk metrics and KPIs to identify trends, address performance issues, and drive service improvements.
- Implement best practices and processes for incident management, problem resolution, and service request fulfillment.
- As needed, serve as the primary point of contact for escalated client issues, working closely with clients to understand their needs and expectations.
- Collaborate with managed services team leads, managed services engineers, account management, and sales teams to identify opportunities for service enhancement and expansion.
- Evaluate, implement, and optimize service desk technologies and tools to streamline operations and enhance productivity.
- Stay informed about emerging IT trends and technologies, providing recommendations for their integration into service delivery processes.
- Ensure the managed services team is proficient in the use of relevant ITSM tools and platforms.
- Drive a culture of continuous improvement within the managed services team, encouraging innovation and efficiency gains.
- Regularly review and refine service desk processes, procedures, and documentation to maximize effectiveness and minimize risk.
- Champion initiatives to automate routine tasks, improve self-service capabilities, and enhance overall service quality.
- Actively engage with Managed Services Leadership Team.
- Ensuring time tracking is completed accurately and timely.
- Work closely with the finance team on monthly billing.
- Perform other tasks as needed and/or requested.
- Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
- Proven experience in a leadership role within an IT service desk or helpdesk environment, preferably in a managed service provider (MSP) setting.
- Strong technical knowledge across a broad range of IT disciplines, including desktop support, networking, and systems administration.
- Demonstrated experience in service delivery management, including SLO management, incident resolution, and problem management.
- ITIL certification preferred.
- Experience with Power BI or other data analytics applications preferred.
- Experience with IT service management (ITSM) tools such as ConnectWise, ServiceNow, Remedy, or Jira Service Management.
- Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.
- Strong leadership abilities, with a focus on coaching, mentoring, and developing team members.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Strong organizational skills and ability to work independently and with a team.
- High level of self-motivation with a keen attention to detail.
- Ability to travel if required.
- On call availability.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.
- Occasional inspection of cables in floors and ceilings.
- Lifting and transporting moderately heavy objects, such as computers and peripherals.
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401k and company match
- Flexible Schedule
- Life Insurance
- Short term and long-term disability
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Dependent Care Account (DCA)
- Employee Assistance Program
- Opportunities for professional and career advancement
Job Summary
JOB TYPE
Full Time
SALARY
$98k-125k (estimate)
POST DATE
05/04/2024
EXPIRATION DATE
07/02/2024
WEBSITE
carrieraccessit.com
HEADQUARTERS
Clive, IA
SIZE
<25
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