ID
#17811747
Job type
Permanent
Salary
TBD
Source
Progilisys Solutions LLC
Date
2021-08-03
Deadline
2021-10-02

IT Service Desk Manager

Oregon, Medford-ashland, 97501

Permanent

Vacancy expired!

Complete Description

IT Service Delivery Manager Opportunity in beautiful Oregon!

The IT Service Delivery Manager's role is to ensure the streamlined operation of the Technology Service Operations' Service Desk function in alignment with the business objectives of the organization. This individual will plan, coordinate, direct, and design IT related activities of the Service Delivery group, as well as provide administrative direction and support for daily operational activities of the Technology Service Operations organization. The IT Service Delivery Manager will work closely with decision makers in other departments to identify, recommend, develop, implement, and support innovative technology solutions. This individual will also define and implement IT policies, procedures, and best practices.

Responsibilities

Lead a team of supervisors and support specialists to provide excellent customer service, utilizing multiple service delivery mechanisms including phone, ticketing solution(s), email, chat and in person support.
Enhance the end user customer experience through proactive monitoring, planning, tracking, strategizing, executing support initiatives and managing expectations
Maintain, oversee, and reinforce the importance of SLA adherence across the entire Service Delivery group and established vendor/MSP relationships
Deliver Service Desk functions including but not limited to, PC and associated hardware/software troubleshooting and issue resolution, user access control and information security, network and voice connectivity, general support, installation and replacement of related IT equipment
Rely on extensive experience and management skills to guide and adjust the services delivered by the team to consistently provide accurate and timely support to Client's end users
Lead the Service Desk's operational and planning functions, including fostering innovation, planning projects, organizing and negotiating the allocation of resources
Provide specific guidance to enhance customer handling skills to all support staff and vendors
Meet and exceed individual goals and objectives as defined by leadership
Adhere to schedules and deadlines, ensuring support is provided in a 24x7 environment
Report on KPI, SLA, CSAT and other Service Desk performance related metrics and continually improve by automation, staff training and enhancing workflows
Conduct Quarterly Business Reviews (QBR's) with business stakeholders, leadership, product owners across the entire organization and vendor partners
Establish OLAs, revise and renegotiate SLAs based on Incident & Request priority levels

Skills and Qualifications

Experiences - 5+ years of experience managing support personnel in a fast-paced, dynamic call center environment is required
Strong attention to detail and sense of urgency
Excellent communication skills, both written and oral to be influential and persuasive with stakeholders
Strong technical background to include but not limited to technology stacks, applications, information security, hardware, software, cloud services, Office 365, Azure, Windows OS, MacOS, Android OS, and Apple iOS
Knowledge and understanding of all relevant industry standards and best practices for service management
Degrees - business or technology related degree is required

Vacancy expired!

Report job