Service Desk Manager

Job Overview

Primary responsibility of this position is to provide management, leadership, motivation and development for a team of Service Desk analysts whose task it is to provide world-class support of internal client’s Information Technology related problems and inquiries. Service needs to be measured and driven against Service Level Agreements (SLA’s) with an emphasis on outstanding customer service, satisfaction, and timeliness. This position also has frequent interaction with customers, direct reports, peers and independent vendors.

Duties and Responsibilities

• Manage Service Desk resources for optimal performance, including providing resource management for incoming customer inquiries, problems and administrative work.
• Analyze Service Desk activity and make recommendations for increased organizational efficiency and effectiveness.
• Design and develop an enhanced reporting structure which ensures the early identification of problem trends and ensures minimum risk to the business.
• Implement methodologies and procedures to improve first call resolution.
• Formulates and recommends Operational policies and objectives that reflect the mission of Citadel and are consistent with the short and long range strategic initiatives of the organization.
• Provide technical assistance/support and direction for the problems and incidents reported through the Service Desk, as well as, those identified through the course of a project.
• Ensure that issues are concisely documented in helpdesk application software to facilitate resolution and maintain user satisfaction.
• Provides for a customer friendly environment within the department that is responsive to day to day operating needs and participate in providing ongoing management of service level compliance.
• Prepare the Service Desk team for new product/service releases.
• Assist in professional and technical development of team members enabling them to set goals, monitor, mentor, coach, and assist team members to deliver quality support:
• Meet regularly with staff to review project status and update Success Factors with respect to current and future goals.
• Maintain a high level of employee morale within the team.
• Support the daily operations of Citadel Federal Credit Union:
• Able to work unsupervised on complex tasks.
• Ensure that all changes to CFCU Information Systems areas are documented.
• Manage outside vendors to optimize performance of all Information Systems.
• Maintain up to date knowledge of all systems.
• Ensure that appropriate training is provided to all staff members.
• Projects an image of professionalism in appearance and manner.
• Always abides by Citadels’ dress code.
• Communicates effectively with departments. Listens attentively, provides information with clarity and always uses proper and polite communication skills.
• Adheres to Citadel policy of confidentiality 100% of the time.
• Arrives promptly to work. Schedules time off in accordance with policy.
• Perform special projects and other duties as assigned.

Qualifications and Education Requirements

Work Experience

• Five to ten years experience in the Information Technology field with an emphasis on Help / Service Desk activities.
• Excellent knowledge of Help Desk operations to include a good knowledge of IT best practices, industry trends and customer service.
• People management experience required.
• A strong awareness of process and software in the IT Help Desk field; Previous DataSafe experience is desirable.
• Must have excellent analytical, organizational and communications skills.
• Must have team building skills.
• Ability to learn and apply new technologies to the wide range of Citadel information systems.
• Must have good communication and problem solving skills. Excellent customer service and conversational skills.

Education

• BS degree in related field or equivalent work and education related experience.

Performance Measurements

Performance is measured utilizing the Citadel corporate scorecard, as well as department and individual goal measurements. These can include our Service Desk surveys, the monthly Service Desk reports, project queue reports, 3rd party vendor performance and feedback and manager assessment of role specific yearly performance goals.

Work Environment

This position will be in an office environment with most work done on a computer. Any necessary accommodations will be provided.

Physical Demands

The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee will regularly lift and/or move up to ten pounds. The employee will regularly sit; talk; hear; use hands to finger, handle, or feel; and reach with hands and arms. The employee will occasionally stand. Special vision requirements include close vision and the ability to adjust focus. The noise level in the work environment is usually moderate.

EEO Statement

Citadel is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, other protected status, such as race, religion, color, national origin, sex, age. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)