Customer Service Manager

Job Title: Service Desk Manager

Location: New York City (Hybrid; 2-3 days onsite per week)

Employment Type: Full-Time

Salary: Competitive

About Technology&

Technology& specializes in delivering impactful technology solutions with a focus on data analytics, cybersecurity, cloud computing, and staff augmentation. We empower our clients to achieve digital transformation and optimize operations through innovative strategies. We are actively seeking a skilled Customer Success Leader to drive results for one of our clients.

Job Summary:

The Service Desk Manager is responsible for overseeing a large-scale service desk that handles an average of 40,000 calls monthly 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:

• Oversee day-to-day operations of the Service Desk to ensure efficient handling of calls, emails, and tickets from end users across various departments.
• Manage and optimize workflows and processes to handle a high call volume while maintaining service quality.
• Ensure timely and accurate ticket resolution and escalate issues as needed to maintain customer satisfaction and adherence to SLAs.

Team Leadership and Development:

• Lead, mentor, and develop a team of Service Desk Analysts, including hiring, training, and performance management.
• Foster a positive and productive work environment focused on continuous improvement and excellent customer service.
• Coordinate with other managers and departments to ensure resources are allocated effectively, balancing workloads and coverage.

SLA and KPI Management:

• Monitor service desk performance against key performance indicators (KPIs) and SLAs, ensuring compliance with established targets.
• Generate regular reports on team performance, incident resolution times, call volumes, and other relevant metrics.
• Identify trends and areas for improvement, proactively implementing solutions to optimize service quality and efficiency.

Incident and Problem Management:

• Implement and maintain best practices for incident and problem management in line with ITIL frameworks.
• Ensure that incidents are logged, categorized, and prioritized correctly, and that problems are escalated when necessary.
• Work closely with technical teams to analyze recurring issues and develop permanent resolutions to improve service reliability.

Stakeholder and Customer Engagement:

• Serve as a point of escalation for critical incidents and maintain regular communication with key stakeholders regarding service desk performance.
• Collaborate with other departments to align service desk support with business goals and improve user experience.
• Manage customer feedback and implement changes to enhance satisfaction.

Continuous Improvement and Process Optimization:

• Develop and implement strategies to improve service desk processes and support efficiency.
• Stay current with industry trends and technologies to identify opportunities for improvement.
• Leverage automation tools where possible to improve response and resolution times.

Budgeting and Resource Allocation:

• Manage the service desk budget, including staffing, technology, and other resources.
• Forecast resource needs based on projected call volumes and trends to maintain service levels during peak periods.

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.
• Strong leadership, communication, and interpersonal skills, with a proven ability to motivate and manage a team.
• 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).
• Excellent problem-solving and decision-making skills, with the ability to handle high-stress situations effectively.

Why Join Technology&?

Lead high-impact projects with visibility across our client’s digital initiatives.

Enjoy a hybrid, flexible work environment in a collaborative, innovation-driven culture.

Join a team that values growth, teamwork, and technological advancement.

Equal Opportunity Statement

Technology& is an equal-opportunity employer. We are committed to diversity and inclusion and encourage applicants from all backgrounds to apply. We do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other legally protected status.