Description IT Service Desk ManagerThe service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure the service desk is constantly developing and improving. This includes the ability to coach and develop the team. The service desk manager establishes policies designed to ensure consistently high service performance, monitors service desk team members, and evaluates customer feedback to develop quality improvement processes.
Take part in the formulation of company policy, especially as it affects the area of the service desk.
Ensure our service desk processes are efficient and cost effective
Assist in hiring and training the members of the service desk team.
Oversee the day-to-day services provided to our clients.
Educate team members on new policies and their implications on service delivery
Assess the individual and collective performance of service desk team members
Manage & monitor service tickets ensuring SLAs are met.
Hold scheduled weekly meetings with services desk team to ensure we are meeting our clients’ expectations.
Hold scheduled meetings with services desk team to ensure that we as a company are meeting their expectations.
Work to mitigate service failures and improve processes when necessary
Prepare monthly status reports for customers derived from the ConnectWise Ticket system
Hybrid in BrookhavenRequirements Requirements· Candidate must have an understanding and interest in the small business environment dynamics.· 5 years’ experience as an engineer is mandatory.· 3 years’ experience as a manager in a technical role is mandatory.· B.S. degree in an IT related field; equivalent work experience will be considered;· Exceptional customer focus and strong professional acumen;· Excellent organizational and interpersonal skills;· Exceptional written and verbal communication skills;· Excellent time management skills and the ability to manage multiple assignments;· Excellent analytical, problem-solving and creative-thinking skills.· Previous experience working for a Managed IT Services firm· Previous experience working with ConnectWise is a plus.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) .