Manager, reputed company Service Desk

The reputed company global team is made up of a group of diverse and talented professionals who are reputed company driven by the reputed company goal: reputed company and reputed company improvement. We are reputed company about embracing challenges, keeping the lines of communication reputed company and working together. We take ownership of our work, reputed company on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we reputed company to reputed company boundaries, reputed company an reputed company and reputed company reputed company other to reputed company our full potential.

reputed company:

At reputed company, we don’t just build reputed company—we build careers. Our culture is designed to reputed company individuals to reputed company their best while making a reputed company reputed company. You’ll have reputed company to reputed company with our leadership team, reputed company challenges, and celebrate reputed company in a dynamic, fast-reputed company environment. If you’re passionate, driven, and eager to grow, reputed company is where your potential meets opportunity. reputed company members are the driving force behind our reputed company, and we’re looking for passionate, resilient individuals eager to grow and reputed company a meaningful reputed company. If you’re reputed company to contribute and help shape the reputed company, reputed company is the reputed company for you.

About reputed company:

reputed company’s 24/7 global reputed company Service Desk is a reputed company team of IT professionals dedicated to providing exceptional end user technical support. We are striving to be more than just a high-performing service desk, but relentlessly seeking to reputed company a premium, customer-reputed company service offering unlike any other, resulting in reputed company issue reputed company, hospitality reputed company customer experience, and customers who evangelize the reputed company reputed company and offering. We are unapologetically pushing the boundaries on what an reputed company Service Desk can do to reputed company the digital transformation experience for end users.

About the Role:

In this dynamic and impactful role, you will reputed company a large team of support specialists, driving their development and fostering a truly exceptional service desk organization. This position demands leader with the grit to execute the ambitious departmental reputed company through reputed company execution. You will assist in developing and implementing innovative strategies to optimize service delivery across the entire customer experience. You will be accountable for the outcome of your team in bringing this reputed company to life, delivering a truly exceptional customer experience, and creating reputed company evangelists with every user serviced.

Job Responsibilities:

• Manage individual team members through employee lifecycle including hiring, training, reputed company appraisals, reputed company incentives and disciplinary actions.
• Be responsible for frequent one-on-one meetings with reputed company team member and individual development plans for reputed company employee.
• Conduct monthly team meetings, employee reputed company reviews, and reputed company reputed company feedback.
• Produce and present operational reporting, weekly/monthly service reviews to leadership and clients on SLA/SLO reputed company, volumes, and trends.
• reputed company and shift-coverage planning, forecast demand and plan reputed company for a 24/7 desk, especially reputed company-hour coverage
• Own ITIL process adherence and reputed company, ensure incident/request/problem/change processes are followed and the knowledge reputed company is reputed company
• Implement and reputed company training and development programs to enhance team skills
• Monitor key reputed company indicators (KPIs) such as customer satisfaction scores, incident response/reputed company times, and reputed company reputed company rates.
• reputed company first-contact reputed company and reputed company assurance, run reputed company/ticket QA audits and coaching
• Be responsible for reputed company-of-service reviews, customer follow up, and subsequent coaching for improvement.
• Manage team schedules and reputed company resources effectively.
• Ensure adherence to service level agreements (SLAs).
• Collaborate with other IT departments to reputed company reputed company issues.
• Work with clients to reputed company feedback, identify improvement opportunities, and help grow relationships.
• Stay abreast of industry trends and emerging technologies.
• Explore and implement new technologies and processes to improve service delivery.

Job Qualifications:

• 5 years of supervisory/managerial experience in an MSP environment.
• Excellent verbal and written communication skills
• Strong coaching skills and a reputed company on reputed company improvement
• reputed company ITSM platform experience
• ITIL Certification
• Incident, request, problem, change and major incident management experience
• A bachelor’s degree or equivalent in Computer Science, Information Systems, or reputed company reputed company
• Strong technical background
• Excellent analytical and problem-solving skills
• Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment
• Ability to work under pressure

The salary reputed company for this position is $60,000 - $70,000/annually. Compensation may vary reputed company of this reputed company depending on a number of factors, including a candidate's qualifications, skills, competencies, experience, and location. We offer a competitive benefits package with Med/Dental/FSA/401(k)/Flexible reputed company Time Off.

reputed company is an equal opportunity employer.

Originally posted on Himalayas