What are the responsibilities and job description for the Service Desk Manager position at MRE Consulting?
Join a team of highly technical individuals in a fast-paced, challenging environment we are seeking a service desk manager to provide the highest level of customer service, developing long lasting trusted customer relationships. The service desk manager is responsible for overseeing the day-to-day activities of service-desk operations to ensure our customers receive and deliver best-in-class service. Responsible for transparent and efficient operations, ensuring SLAs are met and service-desk clients are happy with the support they are receiving on a continued basis. Actively involved in the day-to-day activities of their team, with a direct accountability for service desk performance. Provides weekly reporting to Operations Manager. Additionally, the service desk manager should stay updated to all industry best-practices standards. Accountable for service desk SOPs as required and continues to drive innovative solutions to the service desk division.
Requirements
- A bachelor's degree in business, administration, or related field
- 3-5 years in previous management in Technology leadership experience
- Strong industry knowledge
- Strong knowledge of ITSM and delegating assignments to team members through a dispatch method
- Excellent leadership, communication, and customer service skills
- Computer literacy and excellent organizational skills
- Strong critical thinking and problem-solving skills
- The ability to work under pressure and handling a fast-paced environment
- Scheduled night and weekend work or on-call duty may be required
- Willing to travel
Responsibilities
- Serves as a leader/ mentor in the department
- Managing escalations and ensuring any issues are resolved in a timely manner
- Delegating and directing service tasks within the team, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and goals are met
- Meeting SLA Compliance
- Continuous improvement of division and service desk
- Meeting regularly with CSM, Account Coordinator, Engineering team and Operations Manager
- Managing assets and updating fleet of inventory when necessary
- Establish and implement best practices through the entire technical support process
- Develop daily, weekly and monthly reports on help desk team’s productivity
- Regular review of KPI’s to evaluate service desk efficiency
- Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service
- Solid technical background with an ability to give instructions to a non-technical audience
- Monitoring division issues and client complaints to create methods to lessen recurring issues
- Auditing work and customer service to ensure company's high standards, efficiency, and productivity goals are met
- Ensure service desk team always provides exceptional customer service
- Evaluate service desk team performance
- Helping to train new employees on company procedures and standards
- Creating knowledge base articles to better assist customers
- Hold weekly service desk meeting
