What are the responsibilities and job description for the Service Desk Manager position at Softrim LLC?
Position Summary:
The Service Desk Manager is responsible for leading the daily operations of the IT Service Desk, ensuring high-quality technical support and customer service across the organization. This role oversees a team of service desk analysts, manages incident and request workflows, improves support processes, and ensures alignment with ITIL best practices and business objectives.
Key Responsibilities:
Operational Leadership
- Manage day-to-day Service Desk operations, ensuring timely resolution of incidents and service requests.
- Monitor ticket queues, assign priorities, and ensure SLA compliance.
- Develop, track, and report on service desk performance metrics (e.g., FCR, SLA adherence, customer satisfaction).
- Implement and optimize ITIL-aligned service management processes.
Team Management
- Lead, mentor, and coach service desk analysts to maintain high performance and engagement.
- Conduct regular performance reviews and facilitate ongoing training and skills development.
- Manage staffing schedules and workload distribution.
Customer & Stakeholder Engagement
- Serve as the primary escalation point for service issues.
- Maintain strong communication with business units to understand support needs and identify improvement opportunities.
- Ensure a customer-centric culture within the service desk team.
Process, Tools & Continuous Improvement
- Maintain and enhance the knowledge base and documentation.
- Identify recurring issues and work with technical teams to resolve root causes.
- Drive automation and improvements in tools, workflows, and service delivery.
- Support implementation and optimization of ITSM platforms (e.g., ConnectWise Automate, ConnectWise Manage, Auvik, Jira, ConnectSecure, etc.).
Governance & Compliance
- Ensure adherence to security, compliance, and organizational policies.
- Participate in audits and produce required reporting.
- Contribute to IT disaster recovery and business continuity plans.
Job Requirements:
Education & Experience
- Bachelor’s degree in Information Technology, Computer Science, Business, or related field (or equivalent experience).
- 2 years of experience in a service desk, IT support, or technical operations environment.
- 3 years of experience in a supervisory or management role within an enterprise IT support environment.
Technical Skills
- Strong understanding of ITIL framework; ITIL Foundation certification preferred.
- Experience with ITSM tools such as ConnectWise Automate, ConnectWise Manage, Jira, ConnectSecure, Auvik, or similar.
- Solid knowledge of Windows/Mac operating systems, networking basics, hardware/software support, and enterprise applications.
- Familiarity with Active Directory, MS365 administration, mobile device management, and remote support tools.
Leadership & Soft Skills
- Excellent customer service and communication skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Proven ability to manage and motivate a technical support team.
- Ability to work under pressure and manage multiple priorities.
- Strong project management and organizational skills.
Preferred Qualifications
- ITIL or ITSM certifications.
- Experience in change management and continuous improvement methodologies.
- Background supporting hybrid/cloud environments (Azure, AWS, Entra, Citrix, etc.).
- Experience in high-availability or enterprise-scale organizations; Fortune 1000.