Service Desk Manager Jobs

Title: Service Desk Manager.

Job Type: Hybrid.

Location: New Haven, CT.

Overview Manages the Service Desk team and daily operations.

This management role is responsible for the daily support of internal users, field force and may include future support for our members. This role manages the processes related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. This role also manages the overall Service Request fulfillment process. The Service Desk Manager is also responsible for planning, designing, and analyzing the organizations Service Desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. Manages the Incident and Service Request Fulfillment processes to ensure target level SLAs and OLAs are developed, implemented, and adhered to. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

Core Responsibilities

Strategy & Planning

·Develop Service Level Agreements (SLAs) to establish Incident resolution expectations and timeframes. Contribute and collaborate with colleagues on Service Request Fulfillment SLA recommendations.

·Develop policies and procedures that outline how Incidents are identified, documented, assigned, and corrected.

·Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.

·Analyze performance of Service Desk activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems.

·Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, and recommend staffing career path options. This includes coaching, motivating, counseling, work assignments and resource planning.

·Develop and recommend shift left support opportunities and resource optimizations on a continuous basis.

Acquisition & Deployment

·Prepare budget proposals and operational expenditure forecasts to sr. management.

·Purchasing and deployment tasks.

·Collaborate with other departments to identify and/or procure Service Desk software and cloud SaaS solutions where applicable.

·Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.

·Ensure appropriate training initiatives for new and existing staff.

Operational Management

·Researches, recommends, and implements modern support capabilities. Examples: multi-channel and AI options for CRM support (in house or external), the CRM Customer Portal, future agency, and council website support.

·Manage the processing of requests to the Service Desk to ensure courteous, timely and effective resolution of end user issues and requests.

·Collaborates with ITS and business stakeholders to identify gaps in service capabilities. Recommends improvements to service capabilities.

·Develops, recommends, and implements industry standard best practice Service Management improvements with a continued focus on improving efficiency and business value as within the services provided.

·Recommends and monitors execution of industry standard KPIs, SLAs and corresponding metric reporting analysis reports. Collaborates with ITS and business stakeholders with OLA & SLA planning.

·Track and analyze trends in Service Desk requests and generate statistical reports.

·Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

·Identify and recommend end user training programs to increase computer literacy and self-sufficiency.

·Oversee development and communication of Knowledge articles, usage guides and FAQs for end users.

·Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.

·Oversee the development, implementation and administration of Service Desk staff training procedures and policies.

·Monitor incident trends and anticipate potential problems for proactive resolution.

·Actively participates and manages Major Incident related activities.

·Attend Change Advisor Board (CAB) meetings.

·Managers project related activities associated with his/her functional responsibilities. Encompasses working with project management professionals (internal & external), as well as self-management of less complex project activities in accordance with established project management processes and procedures.

Essential Competencies

·Professionalism/Personal Accountability, Collaboration and Teamwork, Communication, Flexible and Adapts to Change, Service to Customers and Clients

·Addition Competencies for managers: Strategic Planning, Talent Development, Leadership

Skill Qualifications

Required:

·Strong interpersonal, oral, and written communication skills

·Must have exceptional customer service skills. Proven experience improving the customer experience with IT Services.

·Analytical and problem-solving skills - Sound judgment in decision making.

·Must have strong leadership, organizational, time management and prioritization skills.

·Must have the ability to provide recommendations for best practice ITIL and related industry standard continuous improvement efforts.

·Examples: reduction in Incidents, self-service opportunities, shift left opportunities for organizational efficiency, SLA and OLA planning, Knowledge Base recommendations

·Must have mathematical skills to formulate and monitor all metrics associated with Incident management and Service Request Fulfillment.

·Must be skilled in forecasting and adjusting to resource demands requirements.

·Must have experience successfully managing third party vendors and third party delivered services.

·Must be able to manage sensitive and often confidential information. Keen attention to detail.

Preferred:

·Flexible with schedule

·Proven analytical and problem-solving abilities.

·Self-starter attributes

·Ability to ask probing questions across the various levels of ITS and business stakeholders.

·Demonstrated progressive experience in the management of a technical support team.

Education and Experience Qualifications

Required:

·Bachelors degree in the field of computer science or business management.

·7 years of IT experience including leading/supervising technology service and support teams or equivalent combination of training and experience.

·Current ITIL Foundation certification

·Extensive knowledge of computer hardware and software.

·Familiarity with the advanced principles of ITIL and Service Desk Best Practices.

Preferred:

·Extensive application support experience with O365 Applications preferred.

·Experience with desktop and server operating systems, networking.

·Proficient working knowledge of a range of diagnostic utilities.

·Experience building a cohesive team and managing staff effectively.

·Knowledge and understanding of all relevant ITSM industry standards.

Key Leadership

·Sets a clear strategic direction.

·Adapts to change quickly.

·Solid relationship management and performance management skills.

·Ability to motivate and direct staff members.

·Strong customer service orientation.

·Proven analytical and problem-solving abilities.

·Follows through on actions, promises, and assignments.

·Demonstrates high ethical standards. Lives, leads, manages, and works with integrity.

·Accepts responsibility for own actions.

·Leverages the strengths of each team member.

·Team-oriented and skilled in working within a collaborative environment.

·Creates a working environment that motivates high individual performance.

·Ability to effectively prioritize and execute tasks in a high-pressure environment.

·Good written, oral, and interpersonal communication skills.

·Exceptional interpersonal skills, with a focus on listening and questioning skills.

·Ability to present ideas in business-friendly and user-friendly language.

·Highly self-motivated and directed.

Physical Demands

·40-hour hybrid work week with On-Call availability for after hours support and major incident management.

·Must be able to remain in a stationary position for a majority of the workday.