What are the responsibilities and job description for the Associate Director - Service Desk Manager position at Pronix Inc?
Job Details
Role: Associate Director - The Service Desk Manager
Location: @ New York, NY (On-Site)
Full Time
Job Summary: The Service Desk Manager is responsible for overseeing a large-scale service desk calls across multiple departments with strict service level agreements (SLAs). This role involves managing a team of Service Desk Analysts, Leads and Managers while ensuring high-quality, efficient service delivery that aligns with organizational objectives and customer satisfaction standards. The ideal candidate will possess strong leadership skills, extensive experience in service desk operations, and a deep understanding of ITIL and incident management best practices.
Key Responsibilities:
Service Desk Management
SLA and KPI Management
Incident and Problem Management
Stakeholder and Customer Engagement
Continuous Improvement and Process Optimization
Budgeting and Resource Allocation
Qualifications
- Bachelor's degree in IT, Business Administration, or a related field; ITIL certification preferred.
- 5 years of experience managing a high-volume service desk, preferably in a large organization with multiple departments.
- Demonstrated experience in managing SLAs and performance metrics, with a track record of meeting or exceeding targets.
- Familiarity with IT service management tools and incident management software (e.g., ServiceNow, BMC Remedy).
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