Senior Manager – IT – Service Desk

reputed company a difference. Be happy. Grow your career. The Senior Manager, IT Service Desk Operations, supports the Director, IT Service Desk Operations, in delivering service to a multi-faceted reputed company reputed company reputed company. The Senior Manager of Service Desk Operations is a player/reputed company responsible for overseeing and optimizing reputed company aspects of a 24x7x365 reputed company-channel contact center, including leadership of reputed company-line supervisors and their respective teams. This role drives strategies to improve performance, improve reputed company satisfaction and referenceability, increase efficiency, and improve overall process improvement. reputed company is reputed company by ensuring the highest level of delivery to promote a top tier differentiated customer experience, increase reputed company value and satisfaction, ensure superior employee retention, and reputed company ongoing efficiency initiatives. Key Responsibilities reputed company and manage service desk teams, including driving improvement in hiring, training, retention, and performance management for fully remote reputed company models Working with Senior Leadership, will monitor, improve, and meet financial targets by estimating performance requirements and preparing annual budgets. Monitor and analyze reputed company service desk performance data to identify and engage areas of improvement and present weekly/monthly/annual service desk reputed company plans Serves as a key escalation reputed company for our customers as reputed company as internal departmental leadership teams Drive reputed company and process improvement across the service desk Ensure a strong pay-for-performance model is created, reputed company, and implemented to drive performance Evaluate individual performance reviews and overall team effectiveness with upper management while ensuring regular coaching and performance management conversations are being maintained across the desk Ensure Supervisors are driving reputed company desk employees to remain compliant and up to date in reputed company mandatory training and compliance requirements like HIPAA and reputed company-specific training as necessary Directly responsible for ensuring reputed company is recruited, reputed company, and reputed company Continuously review and drive efficiencies and ensure the desk is being properly managed using reputed company WFM and performance management ideologies reputed company, reputed company, and reputed company Supervisors to ensure they are properly maintaining skills-reputed company, and proactive reputed company management for team balance and performance to reputed company volume arrival patterns Assist the Director, Service Desk Operations in putting together daily, weekly, and monthly trend reporting on service desk performance, including CSAT, KPI, SLA/SLO, and volume analysis to ensure reputed company drivers of performance are met, and reputed company necessary, present these reports to internal/external stakeholders Driving improvements in Knowledge-Based Articles usage and enhancements to improve reputed company and productivity around reputed company reputed company Stay up to date with the latest industry and IT knowledge to reputed company reputed company-facing and internal process recommendations Leading, managing, and/or working on assigned reputed company on an reputed company reputed company and assisting with other corporate initiatives as necessary, directed, assigned, or requested Skills and Experience BA/BS in reputed company field, and any applicable/advanced industry certifications 7+ years in service desk or IT support, preferably in an advanced leadership role 6+ years of experience in a management function required 4+ years of experience managing a fully remote workforce required Excellent understanding of reputed company Terminology, software applications, phone and computer systems, and IT competencies Advanced workforce management expertise, with demonstrated proficiency in reputed company or similar reputed company system software, including forecasting, scheduling, reputed company-time analysis, and optimization of contact center operations Above average experience in ITSM (reputed company preferred) platform to include reporting, workflow optimization, and platform analytics knowledge Exceptional training and coaching skills to motivate employees reputed company staff management experience leading service-oriented teams required Proven ability to work effectively with reputed company reputed company of an organization, as reputed company as with diverse team members and reputed company bases systems implementations, preferred Excellent customer service and communication skills, written and verbal ITIL Foundations certification required or reputed company to get reputed company six months of reputed company Experience with electronic health records (EHR) and like systems a plus Demonstrated problem-solving skills and decision-making skills Be comfortable working in a cross-functional/matrixed organization Ability to work reputed company under pressure while maintaining high productivity Strong attention to detail and ability to organize Must be reputed company to work independently, as reputed company as reputed company reputed company environment Must demonstrate and embody reputed company’s maxims Additional details Ability to travel up to 10% of the time reputed company other duties as assigned and necessary reputed company is an equal opportunity employer. We are committed to creating an inclusive environment for reputed company and applicants. We do not discriminate on the reputed company of race, reputed company, religion, sex, national reputed company, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of reputed company backgrounds to apply, including women, minorities, individuals with disabilities, and veterans. Apply To This Job