What are the responsibilities and job description for the Sr. Manager of Service Desk position at 180 Engineering?
Descriptio
n for Sr. Manager, Service Desk :
The Senior Manager, Service Desk is expected to maintain and enhance the 24 by 7 Service Desk operations in multiple locations around the globe to provide the best customer experience. This position will manage all Service Desk and Desktop Technician teams around the globe using operational best practices and the Information Technology Information Library (ITIL) model to provide professional and technical development to management and indirect staff. A large portion of time is focused the operations of the Service Desk and Desktop Technicians in the areas of new hire recruiting, coaching, maintaining / enforcing standard operating procedures, improving quality of work / processes through automation, focusing on customer satisfaction, and eliminating non-value added processes.
Responsibilities for Sr. Manager, Service Desk : Managerial Responsibilities - 60%
- Provides leadership and expertise in Service Desk operational best practices utilizing the ITIL reference model.
- Implemented and maintain Information Technology Service Management System (ITSM).
- Strong and proven project management background.
- Manages the professional and technical development of management staff by coaching, setting goals, and monitoring delivery and quality of work.
- Provides senior leadership to establish a strong team environment for optimal customer service.
- Responsible for new hire recruiting, conducts performance reviews / promotions, and provides guidance on improving deficiencies for staff.
- Engage the appropriate IT resources for system outages or critical support incidents requiring immediate attention, including after hours.
- Responsible for continuous ITSM improvements and elimination of non-value added processes.
- Identify trends and communicate with the appropriate IT Management to eliminate reoccurring incidents.
- Attend monthly IT Manager’s meeting and inform the Service Desk and Desktop Team of upcoming activities that would affect call volume or new IT processes.
- Continually review and improve the on-boarding for Service Desk and Desktop Technician new hires.
- Manages decision making daily relative to the operation teams.
- Manage the growth of the IT knowledgebase for internal / external articles.
- Determine resource allocation changes for adequate coverage for operating the Service Desk for all shifts globally.
- Forecast and manage Service Desk departmental and Desktop technician teams operating budget and capital projects.
- Provide third level management escalation when the on-call Service Desk phone is not answered.
Project Management - 25%
User / Administrative Support - 15%
Requirements for Sr. Manager, Service D esk
Benefits for Sr. Manager, Service Desk :
