What are the responsibilities and job description for the Service Desk Manager position at Addison Group?
Job Summary :
Are you a seasoned IT professional with a passion for leadership and customer service? We are seeking a Senior Service Desk Manager to lead a dedicated team in delivering exceptional IT support. This role requires expertise in service desk management, technical proficiency in key tools, and a strong focus on mentoring and customer satisfaction. As a customer-facing leader, you will ensure seamless IT support operations, working closely with business stakeholders and clients.
Key Responsibilities :
1. Leadership and Team Management :
Lead, mentor, and develop the service desk team, setting clear performance goals and fostering a culture of high performance.
Provide ongoing training and support for team members on critical tools, workflows, and customer service techniques.
Regularly review team metrics and provide feedback to enhance team effectiveness and engagement.
2. Customer Service and Relationship Management :
Serve as a primary point of contact for escalated support requests, ensuring prompt, professional issue resolution.
Build and maintain strong relationships with customers and business leaders, proactively managing expectations and communication.
Monitor customer satisfaction and feedback, continuously improving service quality.
3. Service Desk Operations and Tool Expertise :
Manage and optimize service desk operations using tools including Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro.
Oversee incident and request management to ensure efficient resolution within SLA timelines.
Leverage these tools to streamline processes, enhance collaboration, and improve support delivery
4. Continuous Improvement :
Analyze service desk metrics and performance data to identify areas for operational improvement.
Develop and implement best practices for issue resolution, knowledge sharing, and process standardization.
Work with other IT and support teams to ensure alignment of support services with broader IT goals.
5. Knowledge Management and Documentation :
Encourage knowledge sharing by managing and expanding the knowledge base for common issues, guides, and FAQs.
Ensure documentation of processes, workflows, and solutions is up-to-date and accessible to the team and end-users.
Qualifications :
Education : Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
Experience : 7 years in IT service desk management or support roles, with 3 years in leadership.
Certifications (preferred) : ITIL Foundation, HDI Service Desk Manager, or relevant certifications in the tools used.
Technical Skills :
Proficiency with Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro.
Strong understanding of service desk operations, ITIL processes, and customer service best practices.
Core Competencies :
Leadership and Mentorship : Proven experience in leading and developing IT support teams.
Customer Service : Excellent customer focus with the ability to resolve escalated issues effectively.
Communication : Strong written and verbal communication skills, suitable for a customer-facing role.
Analytical Skills : Ability to interpret data to optimize operations and improve service delivery.
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