What are the responsibilities and job description for the Helpdesk Manager position at Sparksoft Corporation?
ROLE & RESPONSIBILITIES:
- Manages daily operations of user inquires and requests, ensuring responses are accurate and timely and in accordance with service level agreements
- Monitor service desk metrics and report on key performance indicators to the client
- Collaborate with other departments to identify and address recurring technical issues and implement long-term solutions
- Implement and manage ITIL processes toward improved performance and automation
- Develops and implements service desk operations policies and procedures
- Engage in collaboration with Tier 2 and Tier 3 teams to efficiently manage user issues and guide them towards resolution
- Analyze service desk inquiries to identify recurring user issues, recommend solutions, and to identify areas where service desk service can be improved
- Monitors customer contact quality and customer experience metrics to improve service levels and assess training needs
- Conduct regular performance evaluations and provide feedback to service desk agents to promote professional growth and development
- Stay up-to-date on industry trends and advancements in technology to continuously improve service desk operations
REQUIRED EXPERIENCE:
- Experienced in creating and managing KPI's, metrics and reporting
- ITIL and HDI certifications
- Help Desk management experience
- Successful client reporting and customer liaison experience
- Experience with Help Desk scheduling and Workforce Management
- Professional written and verbal communication skills
- Candidates must be able to obtain and maintain a Public Trust clearance
- Candidates must have lived in the United States 3 out of the past 5 years
PREFERRED EXPERIENCE:
- Managing relationship with multiple vendors and stakeholders
Ability to use data to drive decision-making and improve service delivery
EDUCATION & CERTIFICATIONS:
- Associate / Bachelor’s degree or equivalent with 10 years of experience in Information Technology, customer service and support
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