Job Description

Position Description

Sets goals and measures, manages, and coaches team members to achieving these. Nurtures a culture where our internal customers come first. Ensures service desk processes are being consistently followed. Develops career paths, scorecards and ensures employee development across the Service Desk organization.

Responsibilities

• Review performance and productivity with team members.
• Set goals and measure, manage, and coach team members to achieving them.
• Review team performance and productivity with senior management.
• Monitor call and incident queues to ensure sufficient coverage levels.
• Perform quality assessments pertaining to both call and incident performance.
• Conduct Service Desk team meetings.
• Ensure ITIL processes are being followed. Deliver training to achieve this when necessary.
• Develop career paths, scorecards, and cultivate employees with the goal of advancement.
• Design and manage adherence to support policies and procedures.
• Continually review service desk processes and procedures with an eye towards continual improvement.
• Ensure appropriate handling of employee relations situations.
• Coordinate project-related tasks and manage through completion.

Desired Skills and Experience

• Bachelor's degree is preferred, as well as 5+ years of experience in IT or related field, or a combination of education and experience will be considered.
• At least 5 years of Service Desk management experience in an enterprise environment.
• Excellent customer service, verbal and written communication skills required.
• ITIL and/or HDI experience and certifications a plus.
• Ability to lift, carry, and place various equipment up to 50 pounds.
• Position involves being on call 24x7.

Submit a resume today for consideration!

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