Service Desk Manager - Workspace Services

Onsite in Cincinnati Ohio

Work schedule is Monday-Friday 8:00 am - 5:00 pm ET

Minimum Knowledge, Skills and Abilities Required:

• Associate degree (or equivalent work experience) and 3 years of experience in IT Service
• Desk or Call Center environments, especially leadership experience. Prior experience in
• managing a team of employees is preferred.
• HDI Service Center Manager and/or ITIL Foundation Certifications highly desirable.

Core Function:

The Service Desk Manager role is an operational leader for the Encore Technologies Global Service Desk offering. This position will work within the Workspace Services organization and will be responsible for the day-to-day operation of the Service Desk. Service Desk Managers work to improve customer experience, improve operational efficiency, and drive improved overall service delivery. The Service Desk Manager will report to the Workspace Manager (or similar role).

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to this position.

• Monitor Service Desk SLAs on a Daily, Weekly, and Monthly basis and provide analysis, intervening as necessary.
• Prepare and deliver regular business reviews related to Service Desk services in collaboration with the Workspace Manager.
• Identify continuous areas of operational improvement (knowledge, support, personnel, other).
• Analyze contact levels and generate forecasts to ensure staff levels remain appropriate and on-model.
• Key point of contact for Service Desk employees and client escalations.
• Handle any customer satisfaction response service issues as necessary.
• Manage any reporting as necessary.
• Interact with Internal and External Service Delivery and Technical teams to drive improvement in tools, infrastructure, documentation, etc.
• Work with Service Quality Management to focus areas of feedback and drive coaching to Leads and Analysts.

Supervisory Responsibilities:

Workforce management of Service Desk personnel (Level I & II Analysts, Team Leads, etc.) including time & PTO management, performance reviews, coaching, disciplinary action, and more as necessary.

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multimedia; use hands to handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have the ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Employees must maintain composure in a fast paced, high-quality environment where personal and team accountabilities are the defining factors.

General Office Environment

Work is generally sedentary in nature but may require standing and walking for up to 15% of the time. Work is generally performed within an office environment, with standard office equipment available.

Encore Technologies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.