What are the responsibilities and job description for the IT Service Desk Manager position at Stability Technology?
Summary/Objective:
As the Manager - Service Desk you directly lead a Team of technical support staff responsible for providing high quality, technical expertise and support to end-users. You coach your team to provide best in class customer service, empathy and communication. You will identify friction and effectively resolve or escalate customer issues. You will work across teams and with our customers to ensure high quality and positive outcomes.
As a manager, you apply your proven leadership skills to support your team in accomplishing both team-oriented and individual development goals. You excel at prioritizing work efforts, balancing day-to-day tasks with longer-term strategic efforts. You will optimize team performance by working to ensure that all employees have the resources and guidance required to complete key activities.
Essential Responsibilities:
- Guide and monitor the activities of staff to ensure customer expectations and service levels are met or exceeded.
- Provide outstanding support to customers and end users.
- Ensure timely responses to incoming requests for support.
- Monitor compliance with incident, problem, and change management processes.
- Lead Problem Management efforts for complex incidents and issues.
- Monitor SLAs to ensure all work is recorded properly and that issues are resolved in a timely manner.
- Manage the purchasing of IT related goods and services.
- Provide accurate and timely reporting to leadership and stakeholders
- Schedule and coordinate maintenance windows.
- Coach direct reports on proven best practices and methods.
- Lead the hiring, training, and development of service center staff.
- Manage the performance of service center staff, including performance reviews and coaching and development opportunities.
- Manage customer expectations and vendor performance, cultivating advantageous partnerships.
- Other duties as assigned.
Key Knowledge, Skills & Abilities:
- A strong understanding of delivering support services for information technology products using standard methodologies like ITIL.
- Business acumen and knowledge of procurement and purchasing process.
- Deep knowledge of diagnostic, monitoring tools, remote desktop applications & virtual environments.
- Deep knowledge of Service Desk ticketing systems
- Expert ability to analyze, diagnose, and provide appropriate solutions to complex technical issues.
- Able to create and optimize standardized processes and procedures.
- Expert ability to multitask in an evolving customer-centric environment and manage competing priorities.
- Expert ability to communicate effectively with customers, peers and leadership
- Proven ability to organize, assign, direct, and review the work of a group of professional technical support personnel.
- Proven ability to translate complex technical information in a concise manner to various stakeholders, verbally and in writing.
- High degree of emotional intelligence and empathy.
- Expert ability to weigh the relative costs and benefits of potential actions and identify the most appropriate one.
Qualifications:
- Bachelor's degree or relevant experience in a technical field.
- ITIL v4 Foundation or higher certification.
- 5 years of technical and management experience in an IT Service Desk.
- Experience troubleshooting technical issues in an enterprise environment.
- Substantial experience leading a team and working in a team-oriented, collaborative environment.
- Strong experience with Service Delivery.
- Hands on experience supporting mobile devices.
- Experience with current Microsoft Windows desktop operating systems, Microsoft Office suite of products.
- Experience leading cross-functional project teams.