IT Service Desk Manager

Job Details


IT Service Desk Manager

Memphis, Tennessee        Direct Hire       May 13, 2022


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Job Title: IT Service Desk Manager 

Location: Memphis, TN (Onsite Hybrid Schedule – 3 days Onsite, 2 Days Work from Home)

Duration: Perm Full Time

Job Description:

The Service Desk Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

ESSENTIAL JOB FUNCTIONS

        1. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
        2. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
        3. Develop and enforce request handling and escalation policies and procedures.
        4. Track and analyze trends in Help Desk requests and generate statistical reports.
        5. Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
        6. Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
        7. Oversee development and communication of help sheets, usage guides and FAQs for end users.
        8. Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
        9. Oversee the development, implementation and administration of service desk staff training procedures and policies.
        10. Train, coach and mentor Service Desk Technicians and other junior staff.
        11. Manage the overall desk activities and staff.
        12. Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
        13. Attend Change Advisor Board (CAB) meetings.
        14. Monitor incident trends and anticipate potential problems for proactive resolution.

REQUIREMENTS

  • Knowledge - Requires familiarity with the development of Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes;
  • Policies and procedures that outline how problems are identified, documented, assigned and corrected, performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems, and budget proposals and operational expenditure statements.
  • Requires knowledge ordinarily acquired through a Bachelor's degree in Computer Science or a related field and 6+ years of Customer Support or Service Management experience.
  • ITIL certification a plus.

Job #2829 – BH #: LISTEN TO INTAKE CALL BEFORE WORKING

Job Title: IT Service Desk Manager 

Client: Confidential 

Location: Memphis, TN (Onsite Hybrid Schedule – 3 days Onsite, 2 Days Work from Home)

Duration: Perm Full Time

Compensation: OPEN – See notes

Start Date: ASAP

Number of Openings: 1

Job Description:

The Service Desk Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

ESSENTIAL JOB FUNCTIONS

        1. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
        2. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
        3. Develop and enforce request handling and escalation policies and procedures.
        4. Track and analyze trends in Help Desk requests and generate statistical reports.
        5. Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
        6. Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
        7. Oversee development and communication of help sheets, usage guides and FAQs for end users.
        8. Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
        9. Oversee the development, implementation and administration of service desk staff training procedures and policies.
        10. Train, coach and mentor Service Desk Technicians and other junior staff.
        11. Manage the overall desk activities and staff.
        12. Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
        13. Attend Change Advisor Board (CAB) meetings.
        14. Monitor incident trends and anticipate potential problems for proactive resolution.

REQUIREMENTS

  • Knowledge - Requires familiarity with the development of Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes;
  • Policies and procedures that outline how problems are identified, documented, assigned and corrected, performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems, and budget proposals and operational expenditure statements.
  • Requires knowledge ordinarily acquired through a Bachelor's degree in Computer Science or a related field and 6+ years of Customer Support or Service Management experience.
  • ITIL certification a plus.
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Billy.Wingo


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