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!
Job Tags