Vacancy caducado!
Service Desk ManagerThis position is located within the Information Technology Services (ITS) department and is responsible for providing leadership and direct day-to-day management to helpdesk staff of technicians that support customers
Typical Duties- Manage the day-to-day operations of the ITS helpdesk and its support technicians.
- Manage staff schedules
- Define division Service Level Objectives
- Identify, document and implement improvements to standard operating procedures for the division.
- Develop, document and maintain formal helpdesk procedures for consistency and increased productivity.
- Develop, document and promote a customer care philosophy that ensures customer satisfaction.
- Define, analyze and report on helpdesk performance through statistical and reporting methods.
- Perform quality control monitoring on helpdesk personnel.
- Maintain call center application.
- Perform extensive dashboard and management reporting for the helpdesk as well as the entire ITS department.
- Act as escalation point for all incidents and service requests.
- Maintain a training program and documentation for all day-to-day activities associated with the helpdesk.
- Degree in Management
- Experience managing a 24/7 helpdesk operation
- Knowledge of Windows 10 and Microsoft Office Suite 2016/2019/ProPlus
- Knowledge of Microsoft M365 services and how to support that type of online service environment
- Knowledge of Cherwell, and/or ServiceNow, Microsoft System Center Configuration Manager (SCCM) and Service Manager
- Industry certification – nice to have but not req.
Vacancy caducado!