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Summary
The Service Desk manager’s role is to oversee service staff and ensure end-users receive the appropriate assistance. This includes managing the procedures related to the prioritization and resolution of incidents, including the monitoring, tracking, coordination, and reporting of service desk functions. The Service Desk manager also ensures high customer service quality and availability. This individual will oversee current procedures to meet consistent service levels and quick resolutions. The Service Manager is also responsible for staffing capacity planning and developing proactive resolution plans. In this role, you’ll:
- Manage the overall service desk activities and staff, including staff development, performance evaluations, hiring, and disciplinary responsibilities.
- Set and manage client expectations while providing excellent customer care.
- Manage the processing of incoming requests to the service desk to ensure courteous, timely, and effective resolution of end-user issues.
- Perform staff scheduling to ensure service desk coverage during regular business hours and after–hour support.
- Oversee the development and communication of job aids, including help sheets, usage guides, and FAQs for staff.
- Act as an escalation decision point for requests and incidents as necessary.
- Oversee solutions repository and ensure top-quality solutions are available to the staff.
- Develop strategies for improvement of service.
- Manage the process for communicating outage activities to the organization.
- Schedule appropriate training initiatives for staff.
- Track, analyze, and report trends in service requests, generate statistical reports and anticipate potential problems for proactive resolution.
- Develop regular reporting for client reviews.
- Oversee the development and administration of service desk staff.
- Solve problems and make decisions daily relative to service responsibilities.
- Ensure effective service representation occurs to coordinate work processes and projects with other departments.
- Monitor the problem management database and follow up with assigned personnel to ensure timely resolution of problems.
Demonstrated Technical Knowledge:
- Working knowledge in all cloud applications the company supports
- Working knowledge in monitoring and backup solutions
- Working knowledge of Microsoft Server operating systems
In addition, the successful candidate will,
- Be able to provide exceptional client service.
- Demonstrate excellent time management skills.
- Demonstrate strong organizational skills and attention to detail.
- Be able to prioritize and manage multiple high-priority initiatives in a fast-paced technical environment.
- Be able to quickly and proactively gain an understanding of the client’s business problems and communicate accurately and completely to the InfraNet staff.
- Possess excellent communication skills (written and oral)- on the phone and in face-to-face customer service interactions, including active listening skills.
- Be able to persuade, influence, and negotiate with staff and vendors in critical situations.
- Must be able to motivate others and work cooperatively in a group to achieve common goals.
- Possess a strong desire to help others.
- Demonstrate the ability to work solo and be a strong leader, overseeing the service desk team.
- Possess Service Level Agreement (SLA) knowledge to guarantee proper and professional support parameters.
- Set quantifiable metrics to measure and maintain the performance and health of the company’s service department.
- Demonstrate strong analytical skills.
- Have reliable transportation and a valid driver’s license.
Education:
- Bachelor’s Degree and/or 5-7 years experience in an IT service desk environment
- Experience utilizing call management and trouble ticketing systems
About InfraNet
Since 1998, InfraNet Solutions, Inc. has provided information technology consulting, managed services, and cloud computing to small and medium businesses throughout New England. As an IT services organization headquartered in Quincy, MA, our primary goal is to deliver excellence to our customers.
Our employees are essential to our success as our customers rely on our experts for their business success. At InfraNet, we encourage employee creativity, integrity, and growth. We expect a strong work ethic and positive energy, with a high emphasis on teamwork.
Each day, our team members make a difference with the clients they serve and the people they work with. We want to hear from you if you are a passionate professional dedicated to client service excellence!