The Service Desk Manager is responsible for providing leadership for the IT service desk staff and operations. This individual is also responsible for IT customer satisfaction and desktop productivity of all employees. The Manager will also research, recommend, plan and deploy new applications and/or hardware solutions that enhance employee productivity. They are the visionary leader responsible for ensuring that the IT Helpdesk organization is providing a consistent level of exceptional service
Essential Job Functions
Responsible for assuring users are provided efficient and timely first and second level support on a 7x24 basis
Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
Invokes problem escalation procedures to coordinate recovery
Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
Coordinates training requirements of Help Desk personnel
Contributes to departmental productivity and development objectives by participating in training programs
Provides leadership by projecting a positive attitude, and providing learning incentives
Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities.
Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions
Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
Maintains competency and enhances professional growth and development through continuing education and conferences
Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support
Meets with technology technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the MCS technology planning effort
Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Officer for Technology Services
Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
Demonstrated management and decision making skills concerning Information
Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
Ability to manage multiple high priority initiatives in a fast paced highly technical environment
Remains on-call during off-peak hours to respond to support service issues
Performs other duties and responsibilities as assigned by the Chief Officer for Technology Services
Regular attendance and punctuality
Requirements
5+ years of IT experience is required.
3+ years of management experience is required.
Experience in managing and coaching support analysts is required.
Bachelor's Degree in computer science, network engineering or related field required or commensurate experience considered.
A+ Certification
Experience working and managing a Service Desk
POS experience required
Restaurant Industry experience a plus.
Must have demonstrated ability to organize and manage distributed systems.
Requires being on call and the ability to respond to emergency issues during off hours
Job Environment
Fast-paced daily work output
Possible long hours/overtime
Required Skills
The ability to work under stressful situations
The ability to establish priorities quickly as circumstances dictate
Ability to manage large caseloads with tight deadlines
Work with direct supervision
Vipin
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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