IT Service Desk Manager (MSP)

 

Our client is a US-based managed IT Services Provider (MSP) that specializes in offering technology solutions and support to businesses of all sizes.  They are in immediate need of an IT Service Desk Manager.  This individual is the main contact for all of their clients.  It is not only important in this role to develop rapport with their client base while managing their expectations regarding their open tickets, but it's vital to communicate with their team of technicians as well.  By being the point of contact for their clients, in turn the Service Desk Manager shields the technicians from any communication confusions that could arise between the technicians and the client.  This position has a variety of tasks which are mostly administrative and dispatch related.

 

• Manage our ticketing system by making sure all new tickets are being addressed and assigned to the appropriate technicians.
• Management of all open tickets by working with their technicians to make sure tickets are being worked, updated, and closed properly.
• Create/update new tickets based on service requests via incoming emails, phone calls, verbal requests, and/or voicemails.
• Create service calls, onsite and remote (when appropriate), for tickets and installs to correspond with the resource schedule.
• Enter charges in tickets as needed to help out technicians.       
• Meet their clients’ expectations by keeping them informed as to a time frame for services or if the resource needs to be rescheduled.
• Keep track of tickets that are waiting parts. Once parts have arrived, update ticket status to deliver and wait for the next visit. Call the client to schedule an appointment.
• Keep tickets moving through their completion process as much as possible
• Coordinate resources schedule, as well as daily ticket reviews for all open tickets with each resource.
• Help answer incoming support calls when needed, being sure to take messages or forward calls accordingly.
• Provide appropriate communication to clients on the status of their open ticket(s).
• Monitor some IT Services to make sure processes are working
• Provide input and details for technician annual reviews with the Director of IT Services.
• Resident Autotask expert, responsible for training new employees in Autotask.
• Track weekly metrics for service delivery and recommend tweaks as needed.

Qualifications And Requirements

• Advanced computer skills and in-depth knowledge of different operating systems, network administration and service desk administration a plus
• Strong written and verbal communication skills to coordinate with clients, team members and management and explain technical issues
• Analytical and problem-solving skills to handle any issues
• Organization and time management skills to keep tickets on track
• Excellent resource planning and task scheduling skills
• Software experience: Connectwise, Autotask, ITGlue