IT Service Desk Manager

The Service Desk Manager plays a critical role in ensuring that employees can effectively use their IT systems and tools, enhancing productivity and minimizing downtime. Strong communication and leadership skills are essential to motivate teams, drive performance, and deliver excellent customer service. With an emphasis on both end-user and AV support across global offices, this role requires a broad skill set, combining technical expertise with leadership abilities.

*This is a flexible hybrid role requiring a few days each week in our Waltham, MA office

What you'll do:

Continuous Learning and Development:

• Keep current with technical advancements and improve interpersonal skills through ongoing training to stay sharp in both knowledge and technical expertise.
• Mentor junior team members and foster their professional growth.

Ticket Management and Escalations:

• Oversee and manage incident ticket queues, ensuring tickets are properly assigned to appropriate team members.
• Ensure that all onboarding and offboarding procedures for new hires and departing employees are thoroughly followed, and aligned with IT policies.
• Lead the team in reducing ticket backlog through proactive follow-up with end users, ticket owners, and managers to validate and resolve issues.
• Escalation management, prioritize incidents as per business urgency

Staffing, Metrics, and SLA Management:

• Actively monitor SLA service level targets, adjusting priorities as needed and ensuring alignment with business objectives.
• Manage shift coverage and operational metrics daily, adjusting staffing and workflows to optimize service desk performance.
• Customer Satisfaction: Analyzing post-service feedback and ensuring high satisfaction with the service desk experience.
• Ticket Backlog Management: Managing ticket volume, ensuring a balanced workload for the team, and resolving escalated issues swiftly.  

Escalation and Client Satisfaction:

• Act as the primary escalation point for issues requiring re-prioritization or SLA breaches.
• Follow up on customer satisfaction post-ticket resolution, reviewing feedback to improve service delivery and client experience.

Reporting and Communication:

• Prepare handover summary reports for shift transitions to ensure continuity and consistency in ticket management.
• Generate regular reports for stakeholders and leadership, identifying service trends and offering recommendations for improvements.

Security and Compliance:

• Collaborate closely with the security team to ensure access management and end-user support processes comply with organizational security policies and standards.

Staffing and HR Functions:

• Involved in staffing decisions, including hiring, scheduling, budgeting, and conducting performance reviews, accounting for team capacity and individual skill sets.
• Oversee the performance reviews, training, and staff development, ensuring alignment with team goals and customer service standards.

Who you are:

1. Experience & Expertise:
• 5 years of experience in IT Service Management or IT Operations, working with ITSM platforms (especially ServiceNow).
• Hands-on experience with corporate IT and service desk operations, including supporting hardware and software.
• Willingness to travel as required for office visits or change activities.
• Flexible working hours, including evening or weekend work, to support change activities and business needs.
2. Technical Skills:
• Strong technical background in Microsoft Windows, Apple Desktop OS, and related software (e.g., MS Office, G-Suite).
3. ITIL Certification:
• ITIL Certification required, showcasing a deep understanding of ITSM best practices.
4. Communication & Interpersonal Skills:
• Strong written, verbal, and interpersonal communication skills.
• Ability to work with cross-functional teams and facilitate consensus between stakeholders.
5. Management & Decision-Making Skills:
• Proven experience in managing and leading teams, with an ability to assess and act quickly under pressure

#LI-HK1 #LI-Hybrid