Vacancy expired!
Service Desk Manager The Service Desk Manager is responsible for managing the day-to-day activities associated with providing quality technical support & front-line resolution of IT applications & systems, including proactive planning, and supervising the Service Desk team members. Essential Functions The Service Desk Manager coordinates and facilitates the rapid resolution of incidents and timely response to service requests impacting business operations through the following processes. The role will require a mix of hands-on technical support and resource management. Ticket Queue ManagementMonitor ticket queue and ensure tickets are assigned and handled following procedures:- Service Level Adherence
- Produce and track SLA adherence using a weekly & monthly reporting
- Paying special attention to tickets by priority items
- Assist with ticket queue when necessary
- Create articles as needed for support, or update “Out-of-Date’ articles
- Identify knowledge gaps
- Bi-weekly training curriculum based on Company apps/systems portfolios and service transition
IT OperationsActive contributor, and influencer across the following operational structures:- Pre-Cab/CAB (Change Advisory Board)
- Service Transition
- Major Incidents
- Escalation Management
- Problem Management
Required Three-year experience in a supervisory role, or an equivalent combination of education and/or experience from which comparable knowledge, skills and abilities have been achieved may be considered.Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.Experience using an ITSM tool to drive service delivery and performance.Proven leadership skills with the ability to coach team members.Able to effectively influence and develop strong relationships with key stakeholders.Effective communicator across a range of business levels.Strong technical background. Knowledge/Skills/Abilities Trains, coaches, mentors, and evaluates staff performance; makes recommendations for personnel actions and professional development; ensures the availability of experienced staff to meet help desk needs.Proactively develops, implements, and maintains help desk processes and procedures to meet institutional and end user needs; monitors help desk performance trends and efficiency with a goal of continuous improvement; establishes service level agreements with all users. Detail oriented, organized, process focused, problem solver, self-motivated proactive, customer service focused.
- ID: #48473132
-
State: Texas
Irving
75014
Irving
USA
- City: Irving
- Salary: $100,000 - $120,000
- Job type: Permanent
- Showed: 2023-01-10
- Deadline: 2023-03-07
- Category: Et cetera