What are the responsibilities and job description for the IT Service Desk Manager position at AirPro Diagnostics?
***Please apply directly on our website: https://airprodiagnostics.bamboohr.com/careers/328
The Service Desk Manager ensures that Service Desk Technicians provide friendly, courteous, and quality system support to all users while implementing standards and processes to solve issues as quickly and efficiently as possible. The Service Desk Manager will provide management and oversight of the daily ticket load and the distribution of those tickets to the technicians.
Essential Functions:
- Ensure the Service Desk maintains adequate coverage.
- Mentor Service Desk personnel and provide coaching and guidance.
- Monitor as well as implement goals/objectives for the Service Desk Technicians.
- Respond to issues and problems dispatched from the Service Desk Technicians, resolve issues in a timely manner and escalate as necessary.
- Contribute to the development and dissemination of training materials to Service Desk staff.
- Conduct performance reviews for Service Desk staff and provide feedback throughout the year.
- Perform quality assurance checks on Service Desk Technicians ticket creation, to ensure standards are being met.
- Gathers metrics on Service Desk performance and makes recommendations on modifications to processes and procedures to streamline the processes measured.
- Ensure that tickets are moving smoothly along their respective workflows and are being handled properly throughout their entire lifecycle.
- Answer questions from the Service Desk staff about systems issues, policies, procedures, and other general information.
- Understand Service Desk processes, explain AirPro Diagnostics policies/procedures, and ensure that the staff complies.
- Manages telecommunications for the company; includes managing mobile devices such as phones and tablets, reviewing services rendered, ordering new services, auditing services for best pricing, metrics, and reporting on the telecommunication services.
- Maintain strong professional relationships with clients and employees.
- Participates in on call rotation as needed.
- Light scripting tasks as assigned.
- Performs other related duties as assigned.
Experience and Requirements/Skills:
- 3 years in a call-center or telephone customer service environment
- 3 years of experience in a Service Desk/IT leadership position
- 3 years of experience with VOIP and SIP technologies
- Excellent oral and written communication skills in English
- Knowledge of ITIL and ITSM standards
- Strong knowledge of Microsoft Office, Windows, and web applications
- Knowledge of 3CX or similar business communication software
- Working knowledge of Windows Server and Active Directory
- Working knowledge of cloud computing services using Azure, AWS, or Google Cloud
- Ability to build and lead a diverse technical team
- Must be dependable and follow through on commitments
Physical Demands:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 20 pounds often and up to 50 pounds occasionally.
- Pushing/Pulling/Grasping/Repetitive Motions
- Bending and Stooping
AirPro Diagnostics offers Medical, Dental, Vision, Life, and Supplemental Insurance, 401k, along with Paid Time Off and Company Perks while working in a flexible and casual environment.
AirPro Diagnostics is Proud to be an Equal Employment Opportunity Employer.
Job Type: Full-time
Schedule:
- Monday to Friday
- On call
- Weekends as needed
Ability to Commute:
- Jacksonville, FL 32224 (Required)
Ability to Relocate:
- Jacksonville, FL 32224: Relocate before starting work (Required)
Work Location: In person