Service Desk Manager

job
  • Addison Group
Job Summary
Location
Dallas ,TX 75215
Job Type
Contract
Visa
Any Valid Visa
Salary
PayRate
Qualification
BCA
Experience
2Years - 10Years
Posted
06 Jan 2025
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Job Description

Job Summary:

Are you a seasoned IT professional with a passion for leadership and customer service? We are seeking a Senior Service Desk Manager to lead a dedicated team in delivering exceptional IT support. This role requires expertise in service desk management, technical proficiency in key tools, and a strong focus on mentoring and customer satisfaction. As a customer-facing leader, you will ensure seamless IT support operations, working closely with business stakeholders and clients.


Key Responsibilities:

1. Leadership and Team Management:

  • Lead, mentor, and develop the service desk team, setting clear performance goals and fostering a culture of high performance.
  • Provide ongoing training and support for team members on critical tools, workflows, and customer service techniques.
  • Regularly review team metrics and provide feedback to enhance team effectiveness and engagement.


2. Customer Service and Relationship Management:

  • Serve as a primary point of contact for escalated support requests, ensuring prompt, professional issue resolution.
  • Build and maintain strong relationships with customers and business leaders, proactively managing expectations and communication.
  • Monitor customer satisfaction and feedback, continuously improving service quality.


3. Service Desk Operations and Tool Expertise:

  • Manage and optimize service desk operations using tools including Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro.
  • Oversee incident and request management to ensure efficient resolution within SLA timelines.
  • Leverage these tools to streamline processes, enhance collaboration, and improve support delivery


4. Continuous Improvement:

  • Analyze service desk metrics and performance data to identify areas for operational improvement.
  • Develop and implement best practices for issue resolution, knowledge sharing, and process standardization.
  • Work with other IT and support teams to ensure alignment of support services with broader IT goals.


5. Knowledge Management and Documentation:

  • Encourage knowledge sharing by managing and expanding the knowledge base for common issues, guides, and FAQs.
  • Ensure documentation of processes, workflows, and solutions is up-to-date and accessible to the team and end-users.


Qualifications:

  • Education: Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
  • Experience: 7+ years in IT service desk management or support roles, with 3+ years in leadership.
  • Certifications (preferred): ITIL Foundation, HDI Service Desk Manager, or relevant certifications in the tools used.


Technical Skills:

  • Proficiency with Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro.
  • Strong understanding of service desk operations, ITIL processes, and customer service best practices.


Core Competencies:

  • Leadership and Mentorship: Proven experience in leading and developing IT support teams.
  • Customer Service: Excellent customer focus with the ability to resolve escalated issues effectively.
  • Communication: Strong written and verbal communication skills, suitable for a customer-facing role.
  • Analytical Skills: Ability to interpret data to optimize operations and improve service delivery.

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