Service Desk Manager

Overview

JOB SUMMARY: The Service Desk Manager position is responsible for delivering our IT managed services to a client account with the support of a cross-functional team. Although technical capabilities are necessary, this role is primarily responsible for managing service desk staff, operations and customer relations.

Responsibilities

ESSENTIAL FUNCTIONS: 

Operations Management 

• Ensure service desk policy & procedures are well documented and adhered to on a daily and weekly basis

• Identify procedural gaps and work with internal and client stakeholders to establish or amend existing operational procedures

• Provides daily, weekly, monthly performance metrics to leadership teams driving focus and improvements 

• Ensure right help desk engineer is working on right tickets 

• Tier alignment 

• operating system alignment 

• right skills/bandwidth 

• Prioritization 

• Ensure response time objectives for ticket handling are met 

• Ensure scheduled appointments are being performed and followed up  

• Ensure team members are properly escalating tickets in a timely manner 

• Ensure that team members are properly dispatching onsite as needed 

• Follow up on sub-standard surveys received from the clients, driving continuous improvement and updates to processes as needed 

• Alerts management on capacity and staffing re-allocation issues that may affect service 

• Ensures client-facing tools are properly set up (phone queues, client portal) 

• Ensures proper follow-up on stale tickets in a timely manner 

• Help allocate resources from other teams as needed 

Team Management 

• Lead the help desk service function across 4 client service teams comprised of 20-30 helpdesk engineers on a daily basis 

• Manage support ticket triage, ensuring SLAs are met and exceeded 

• Directly assist with tickets during high volume 

• Oversee ticket metrics, identify patterns, and make improvements based on data and staff feedback 

• Schedule team resources to meet client obligations in a timely and effective manner 

• Motivate individual and team growth and performance 

• Participate in relevant review meetings for team members (e.g. performance) 

Customer Service 

• Act as the point of contact for client concerns and escalate issues related to tickets appropriately 

• Identify and promote opportunities to improve our processes and service delivery 

• Schedule client maintenance periods and downtime with the client and designDATA 

• Act as Incident Manager for issues affecting clients during regular business hours 

• Participate in the On-Call Operations Manager rotation to for after-hours incidents 

• Manage project teams throughout project duration to ensure timely and successful completion

• Keep clients informed, manage their expectations, and drive delivery of their dependencies

• Keep our leadership team informed of project status, including new risks and needs

Qualifications

QUALIFICATIONS: 

• Bachelor’s degree preferably in information technology management or related field; experience can substitute as equivalency. 

• 4 years of progressive IT experience. 

• IT management and/or supervisory experience desired but not required.  
• Proven track record managing a diverse technology group in a fast-paced and customer-focused team environment. 
• Attain CompTIA Project or other approved Project Management certification within 9 months of moving into this role.

WORKING ENVIRONMENT:  The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities.

REASONABLE ACCOMODATION: It is design DATA, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

PAY TRANSPARENCY STATEMENT: design Data, Inc. 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 the 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) consent with the contractor’s legal duty to furnish information.

We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act. 

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005.

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at hr@doyontechgroup.com.