What are the responsibilities and job description for the Service Desk Manager position at Northstar Memorial Group?
NorthStar Memorial Group is seeking a Service Desk Manager. Here, we believe in empowerment. Our open-door policy means your voice is heard, and your ideas matter. We foster an environment where you're encouraged to think differently and challenge the status quo. Passion is at the heart of everything we do - from the dedication of every team member, we're driven by a shared commitment to excellence for the customers we serve.
The Service Desk Manager manages the day-to-day functions of the service desk team. The Service Desk Manager will work closely with the IT Manager, IT groups, other departments, and external vendors to ensure the highest level of quality support possible is provided.
Responsibilities
- Manage Superior Customer Service project across the helpdesk and desktop support team
- Provide guidance to support staff on security and compliance protocols and incident response procedures
- Work hand in hand with the infrastructure team to implement an updated monitoring and alerting system
- Assist Infrastructure and office team with office renovations
- Develop and manage Tier 1 and 2 support processes and documentation
- Provide complete support for computers, applications, peripherals, eFax, hotspots, and mobile devices
- Provide strong technical guidance to staff in troubleshooting, efficient resolution and act as a technical escalation as needed to help resolve client support issues
- Coordinates training and orientation for new technology users and helps them become familiar with equipment and networks
- Lead the selection, hiring and retention of qualified support team members to maintain staffing levels as needed in department
- Develop annual budget for computer system and application replacements
- Asset inventory and procurement
- Act as a resource for IT project rollouts
- Establishes relationships with technology and component vendors
- Monitor and manage service desk queue
- Provide complete support for computers, applications, peripherals, eFax, MFPs, hotspots, and mobile devices including lifecycle management, procurement, and inventory
- Provide Tier 1 and 2 support for network, applications, circuits, and phones
- General project management for Service Desk related projects company-wide computer replacements, roll-out and selection of inventory system, optimization of helpdesk software, etc.
- Manage all computer software security and patch updates including pushing updates, creating packages and monitoring install status
Qualifications
- Bachelors degree in computer technology or equivalent combination of education and experience
- Valid drivers license
- 5 years of progressive experience in Information Technology
- High level of experience with Windows operating systems and computer hardware and peripherals
- Experience troubleshooting network outages. General understanding of networks, WANs, LANS, and VPNs required
- Experience supporting computer users in multiple locations across multiple time zones
We are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or veteran status.
