What are the responsibilities and job description for the Service Desk Manager position at TriSource Staffing Solutions?
Service Desk Manager
Position Summary:
We are seeking a highly skilled and experienced Service Desk Manager to lead our IT support team and ensure seamless technical operations. The ideal candidate will possess a strong blend of leadership, technical expertise, and project management skills to deliver exceptional service to our organization. This role will be responsible for managing daily operations, implementing process improvements, and overseeing IT and audio/video/conferencing projects.
Key Responsibilities:
Leadership & Team Management:
- Supervise, mentor, and develop a team of IT support specialists.
- Foster a customer-focused culture within the team to provide excellent technical support.
- Develop and implement training programs to enhance team skills and efficiency.
Service Desk Operations:
- Oversee the daily operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.
- Monitor key performance indicators (KPIs) and service-level agreements (SLAs) to maintain high performance.
- Act as the escalation point for complex technical issues.
Project Management:
- Lead IT and audio/video/conferencing projects from inception to completion, ensuring deliverables are met on time and within budget.
- Collaborate with cross-functional teams to align IT initiatives with business objectives.
Technical Expertise:
- Provide advanced troubleshooting for hardware, software, and network issues.
- Manage desktop engineering tasks, including the deployment and maintenance of systems and applications.
- Oversee the configuration and support of audio/video/conferencing systems such as Polycom, Cisco, and Zoom.
- Ensure the effective use of remote support tools and Office 365 applications.
Process Improvement & Automation:
- Identify opportunities for process automation to improve efficiency and reduce response times.
- Develop and enforce IT policies, including security protocols for patch management and access controls.
Qualifications:
- Minimum of 5 years of IT support experience, including 2 years in a managerial role leading technical teams.
- Strong knowledge of desktop engineering, audio/video/conferencing systems (e.g., Polycom, Cisco, Zoom), and Office 365.
- Advanced troubleshooting skills and familiarity with security protocols such as patch management and access controls.
#INDBN
Job Type: Full-time
Pay: $90,000.00 - $115,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Work Location: In person
Salary : $90,000 - $115,000
