What are the responsibilities and job description for the Service Desk Manager position at Odevo?
Odevo is a group of exciting brands with a shared vision of challenging status quo in the property management industry. We are committed to revolutionizing the industry with innovative software solutions that make managing properties easier, more efficient, and more effective. Our rapidly growing product and engineering organization is approaching 150 highly skilled professionals.
Our cloud-based platform is unique, and in a brief time, we have proven ourselves as a leading and innovative player on the market. Our product development department acts as a SaaS supplier to all the companies in the Odevo group and several other players in the industry. Together, we will continue to challenge and change this industry. To continue our ambitious growth journey, we seek more great people to join us to build market-leading property management software products. Are you one of them?
About the Role
As part of the IT Operations team, this role will manage our US-based Service Desk team, which supports multiple companies nationwide. This role involves managing daily operations of the Service Desk, ensuring efficient and effective support to end-users, and continuously improving service delivery processes.
- Oversee the daily operations of the US Service Desk team, ensuring timely and effective resolution of technical issues for multiple companies.
- Provide direction and support to the IT Ops US Service Desk team which includes hands-on administration and day-to-day management of network systems, servers, workstations, mobile devices, and peripherals in a complex multi-platform computing environment
- Implement and manage ITIL-based processes and best practices to enhance service delivery
- Monitor and analyze Service Desk performance metrics to identify areas for improvement and ensure all contacts are logged
- Develop and maintain documentation for IT support processes and procedures
- Train, mentor, and supervise Service Desk staff to ensure they have the right skills and knowledge as well as fostering a collaborative and customer-focused environment
- Coordinate with other IT teams to ensure seamless support and integration of IT services
- Manage major incidents, escalations and provide advanced troubleshooting for complex technical issues
- Ensure compliance with company policies, security standards, and regulatory requirements
- Conduct customer satisfaction surveys and real-time feedback on tickets, follow up with customers to identify areas of improvement
- Continuously identify ways to improve Service Desk operations through automation, improved processes and by keeping up to date with the latest industry trends and technologies
- Ensure the Service Desk communicates with customers in an effective and timely way
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