Service Desk Manager

Description A client of ours at Robert Half is in search of a Service Delivery Manager to join their team in Puyallup, Washington. In this role, you will be tasked with leading and developing a team, managing service level agreements and key performance indicators, and building interpersonal relationships with executive management and customers. You will also be responsible for training employees and managing customer inquiries. This will be a hands on role as well as day-to-day management of teams, budget, and projects. Responsibilities: Lead and develop a team to ensure the delivery of top-tier customer service Manage and monitor service level agreements (SLAs) and key performance indicators (KPIs) Build and maintain strong interpersonal relationships with executive management and customers Train employees to enhance their skills and ensure quality service delivery Handle customer inquiries and resolve any issues that arise Work with various systems including ticketing systems, Microsoft Windows, Microsoft Azure, and Amazon Web Services (AWS) Provide end-user training and support Work in a hands-on capacity to ensure service delivery and customer satisfaction Oversee the support of end-users remotely and provide desktop support when necessary Ensure the accurate and efficient processing of customer credit applications and maintain accurate customer credit records.M/D/V: Can enroll on the 91st day of employment. Employee benefits are also 100% EMPLOYER paid.ST/LT/Disability Insurance?: Yes. The company is currently revamping the ST/LT plansRetirement Plan: Simple IRA with company match of 3%PTO/Holidays/Sick Time: 6 paid holidays all team members with the company under 1 year, gets 1 week paid vacation and from their second year gets 2 weeks paid time off. They also have other leave types such as bereavement, etc.Requirements Must haves:

Proven experience building and leading a team

Strong ability to be hands on and provide top-tier customer service

Strong experience working within SLA's/KPI's and managing these for team members

Windows shop experience - Cloud - AWS, Azure, etc.

Ability to deal with executive management with customers and build interpersonal relationships

Experience with training up their employees - there will be a big focus on this

Nice to haves:

IT Project Management experience

Bachelors degree / masters degree

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .