What does the Service Desk Manager do at Swire Coca-Cola?

We are seeking an experienced customer service-oriented leader to fulfill the Service Desk Manager role. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a track record of delivering high-quality IT support services. With a problem-solving attitude the Service Desk Manager will oversee resolution of technical issues, enforce service level agreements, and generate end-user surveys to solicit feedback that will elevate and grow our team. Additionally, they will review skill levels and coordinate training for service desk staff and ensure efficient rotation of schedules.

Responsibilities

• Develop a team of high performers by setting clear objectives, providing constructive feedback, and delegating responsibilities that challenge individual development
• Act as a resource for team mentorship and help establish clear career objectives and goals
• Oversee Service Desk scheduling process to maximize the resources so that trouble tickets are responded to quickly
• Develop solutions across levels 1, 2, and 3 responders and when necessary, escalate to field and/or other technical resources
• Increase self-service ability options through education of business in response to spikes in demand from various teams, departments, or locations
• Establish best practices throughout the technical support process Information Technology Information Library (ITIL) partnering with all IT Leadership to define and track systemic issues, resource productivity, and task prioritization, to provide cost efficient problem and incident resolution
• Develop and implement reports measuring utilization of the service ticket management system to identify systemic issues, track resource productivity, and partner with Manager Field Support to schedule work if needed
• Provide meaningful reports and metrics to senior leadership measuring staff’s overall performance and optimize IT operations identifying trade-offs between cost and functionality
• Establish and maintain high performing operations for user onboarding and offboarding

Requirements

• High School Diploma or Equivalent required
• Bachelor's Degree Information Technology, Computer Science, or related field preferred
• 6 years IT Support required
• 4 years Leadership or Management required
• CompTIA A Certification upon hire required
• CompTIA Network Certification preferred
• Microsoft Certified Desktop Support Technician and ITIL Foundations v3 preferred