Service Desk Manager

23 May 2024

Vacancy expired!

Service Desk Manager

Irving/Dallas, TX Direct Hire/Permanent

Job ID 2022-7268

Onsite from day one.We are looking for a

Service Desk Manager. This is a Direct hire opportunity based out of Irving/Dallas, TX.

Summary: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:To perform this job successfully, an individual must be able to perform each essential function at a high degree of proficient execution. The requirements listed below are representative, but not all-inclusive, of the knowledge, skill, and/or ability required. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions:

Qualifications:

Ticket Queue Management
  • Daily – Monitor ticket queue and ensure tickets are assigned and handled by following procedures:
  • Service Level Adherence. Paying special attention to tickets in the 4-7 day old and higher buckets and higher priority items.
  • Age/priority ticket acceptance; enforcing anti-cherry-picking practices.
  • Assist with ticket queue when necessary.
  • Routinely – Monitor call queue and ensure calls are handled by following procedures:
  • Outbound calls made.
  • Keep call abandonment low.
  • Address length of time staff is on a call.
  • Breaks and lunch timeframes are within scheduled hours.
  • Meal penalties review & coaching.
  • Overtime & Off-the-Clock reports and auditing.
  • Timesheet corrections, reporting, and approvals.
  • Assist with call queue when necessary.
  • Frequently – Monitor Glip activity between teams and assist with unanswered questions, find answers, give guidance, and encourage KB article opportunities.
  • Live Chat – Scheduling, Quality Control, and Overflow.
  • Produce and track SLA adherence using weekly & monthly reporting.

Knowledgebase:
  • Weekly – Knowledgebase review ‘Pending Approval’, ‘Pending Publish’, or ‘Out-of-Date’ articles.
  • Create articles as needed for support.
  • Identify knowledge gaps.
  • Bi-weekly training curriculum based on PDS apps/systems portfolios and service transition.

Operations
  • Stakeholder, active contributor, and influencer across the following operational structures:
  • Pre-Cab/CAB (Change Advisory Board).
  • Service Transition.
  • Major Incidents.
  • Escalation Management.
  • Problem Management.
  • ITSM / 2022 – Fresh service Implementation.

Responsibilities:
  • 2-year technical degree in computer science or a closely related field, two-year experience in a supervisory role, or other combination of experience and education to substitute. 3-years’ experience in the use of information technologies, specifically personal computers, and telephony peripherals.
  • 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.

Desirable:
  • Healthcare IT experience in an enterprise environment.
  • Working knowledge of a CMDB.

Knowledge/Skills/Abilities/Talents:
  • 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.
  • Ability to learn quickly, understand complex systems and work closely with others across multiple teams.
  • Ability to handle uncertainty, time pressure, and large technical challenges.

About the Client Our client is a leading dental support organization.

About SolugenixFor over 50 years, Solugenix has been a global technology development and services firm with locations in California, Arizona, India, and the Dominican Republic. As a pioneer in Professional Staffing and IT Consulting, we have partnered with some of the biggest global corporations across many industries. Our history was built on a foundation of partnerships with global brands like McDonald’s, Microsoft, CIT Group, Johnson & Johnson, Herbalife, Sony Pictures Entertainment, and many others who look to Solugenix to be their trusted partner in providing professional staffing, non-IT, and IT solutions.We live our core values in everything that we do, starting with “doing the right thing” for our employees/contractors and “committing to client success.” This is a big part of how we continue to make lists like “2019 Forbes Small Giants”. We also forge strategic partnerships with vendors and Corp-to-Corp candidates (C2C) that share our core values and encourage you to partner with us.In addition to generating ground-breaking, industry-defining solutions for our clients and our own projects, we partner with clients with whom we share core values and a common professional culture to help them find talent for their valuable opportunities. At Solugenix, we invest in the personal development and growth of every individual. While this is a position with one of our esteemed clients, Solugenix will continue to invest in your personal growth and development, providing you with a successful career as well as ensuring client success.

  • ID: #41449399
  • State: Texas Irving 75014 Irving USA
  • City: Irving
  • Salary: $90,000+
  • Job type: Permanent
  • Showed: 2022-05-23
  • Deadline: 2022-07-03
  • Category: Et cetera