IT Service Manager, IT Service Desk
IT Service Manager, IT Service Desk
Location: Cambridge, MA
Duration: 6 months
Description:
The Manager, IT Service Desk is also responsible for ensuring high levels of customer service quality and availability across the globe. This individual will oversee current procedures to ensure consistent service levels and quick resolutions are met. This role is also responsible for staffing capacity planning, and developing proactive resolution plans. This is a hands-on role that will need to understand company technology and will require occasional technical support to end users.
Duties and
Responsibilities:
Work with IT senior management to develop plan supporting the company's IT vision, direction and strategy as well as to establish Service Desk management related annual budget, priority and resource requirements.
Monitor all IT Service Desk related requests and ensure courteous, timely and effective resolution of end user issues.
Effectively manage and mentor the Service Desk team response to call resolution, prioritization, and conditions for escalation.
Analyze and report on Service Desk call performance metrics to ensure customer service standards are being met, and are within the relevant security, operational and best practice guidelines.
Maintain documentation for all standard processes with appropriate monitoring/auditing capabilities built into the process documents.
Support desktop and printer installations, new user setups, desktop and laptop hardware, meeting room technologies (e.g., video conferencing), collaboration tools, mobile phones and devices, and software inventory.
Direct the evaluation of hardware & software, testing, image creation, machine deployment and desktop management.
Grow the staff within the Department by providing mentorship, developmental opportunities, counseling and performance feedback.
Manage purchasing and budget functions including planning, tracking, and reporting. Ensure all spend is optimal and supportable as including the best price feature balance for what is needed.
Promotes the deployment or problem resolution for client remote employees.
Develop and meet SLA for Service Desk tickets with data based on the needs of the business and the realistic capabilities of the team.
Leads a positive team creating an environment which encourages team and collaboration first.
Collaborative and capable negotiation skills allowing the candidate to partners collaboratively with company management finding win/win solutions.
Anticipates and meets, or exceeds, internal and/or external customer expectations and requirements; establishes and maintains effective relationships with customers and gains their trust and respect.
Build a highly functioning gobal team by leading the team in exceptional customer service and responsiveness. Manage the department and team plans by establishing clear goals and hold staff accountable, and participate regular feedback dialog with staff members. Manage corrective action as appropriate.
Qualifications
Requires a bachelor's degree in Computer Science or related field, and 5-8 years of related technical and managerial experience in a Service desk or similar environment.
Strong customer service orientation with the ability to explain technical concepts to non-technical users.
Prior experience in motivating, directing, and providing feedback to an international team
Proven analytical and problem-solving abilities. Technical troubleshooting capabilities allowing the candidate to act as a tier 2/3 support representative critical.
Ability to design and manage an incident management process/policy which allows for the effectively prioritization and execution of tasks in the correct order.
Experience implementation Knowledge Management with related experience measuring the effectiveness of the KCS processes.
Experience measuring the effectiveness of Change Management in relation to the Incident, Event and Problem Management processes.
Experience leading Incident Management assessment and improvement processes with examples of how the candidate was involved in leading positive change.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Team-oriented and skilled in working within a collaborative environment.
Highly self-motivated and self-directed. The ability to be self-sufficient is critical.
High attention to detail and excellent organization skills.
Highly skilled with MacOS, Ubuntu, Windows 7, 10 as well as the Office suite and standard business applications is critical.
Experience with the following services is a plus: Cisco Unified Communication stacks, Remedy (support and as an Incident Management tool), Office 365, Jira, Confluence, and VMWare.
Extensive knowledge of computer hardware including both Windows and Apple desktops and laptops as well as IOS and Android mobile device experience.
Successful candidate must have in depth technical knowledge of Telepresence, DLP, Airwatch MDM, client imaging software, Active Directory, Avaya or similar VOIP phone system, Ticketing systems, and anti-virus.
Experience with , Splunk s a plus.
Passion for providing world-class service to a user base in excess of 8000 users, both local and remote, and have the ability and aptitude to grow with the company.
Supperior relationship management and performance management skills.
Experience with collaboration software such as Webex, Slack, Chatter, Teams, and similar.
Experience supporting WAN and LAN equipment with basic functions such as patching and understanding networking capabilities a plus.
Solid working knowledge of ITIL service management with at least a Foundations certificate required.
Experience supporting security tools a plus.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Location: Cambridge, MA
Duration: 6 months
Description:
The Manager, IT Service Desk is also responsible for ensuring high levels of customer service quality and availability across the globe. This individual will oversee current procedures to ensure consistent service levels and quick resolutions are met. This role is also responsible for staffing capacity planning, and developing proactive resolution plans. This is a hands-on role that will need to understand company technology and will require occasional technical support to end users.
Duties and
Responsibilities:
Work with IT senior management to develop plan supporting the company's IT vision, direction and strategy as well as to establish Service Desk management related annual budget, priority and resource requirements.
Monitor all IT Service Desk related requests and ensure courteous, timely and effective resolution of end user issues.
Effectively manage and mentor the Service Desk team response to call resolution, prioritization, and conditions for escalation.
Analyze and report on Service Desk call performance metrics to ensure customer service standards are being met, and are within the relevant security, operational and best practice guidelines.
Maintain documentation for all standard processes with appropriate monitoring/auditing capabilities built into the process documents.
Support desktop and printer installations, new user setups, desktop and laptop hardware, meeting room technologies (e.g., video conferencing), collaboration tools, mobile phones and devices, and software inventory.
Direct the evaluation of hardware & software, testing, image creation, machine deployment and desktop management.
Grow the staff within the Department by providing mentorship, developmental opportunities, counseling and performance feedback.
Manage purchasing and budget functions including planning, tracking, and reporting. Ensure all spend is optimal and supportable as including the best price feature balance for what is needed.
Promotes the deployment or problem resolution for client remote employees.
Develop and meet SLA for Service Desk tickets with data based on the needs of the business and the realistic capabilities of the team.
Leads a positive team creating an environment which encourages team and collaboration first.
Collaborative and capable negotiation skills allowing the candidate to partners collaboratively with company management finding win/win solutions.
Anticipates and meets, or exceeds, internal and/or external customer expectations and requirements; establishes and maintains effective relationships with customers and gains their trust and respect.
Build a highly functioning gobal team by leading the team in exceptional customer service and responsiveness. Manage the department and team plans by establishing clear goals and hold staff accountable, and participate regular feedback dialog with staff members. Manage corrective action as appropriate.
Qualifications
Requires a bachelor's degree in Computer Science or related field, and 5-8 years of related technical and managerial experience in a Service desk or similar environment.
Strong customer service orientation with the ability to explain technical concepts to non-technical users.
Prior experience in motivating, directing, and providing feedback to an international team
Proven analytical and problem-solving abilities. Technical troubleshooting capabilities allowing the candidate to act as a tier 2/3 support representative critical.
Ability to design and manage an incident management process/policy which allows for the effectively prioritization and execution of tasks in the correct order.
Experience implementation Knowledge Management with related experience measuring the effectiveness of the KCS processes.
Experience measuring the effectiveness of Change Management in relation to the Incident, Event and Problem Management processes.
Experience leading Incident Management assessment and improvement processes with examples of how the candidate was involved in leading positive change.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Team-oriented and skilled in working within a collaborative environment.
Highly self-motivated and self-directed. The ability to be self-sufficient is critical.
High attention to detail and excellent organization skills.
Highly skilled with MacOS, Ubuntu, Windows 7, 10 as well as the Office suite and standard business applications is critical.
Experience with the following services is a plus: Cisco Unified Communication stacks, Remedy (support and as an Incident Management tool), Office 365, Jira, Confluence, and VMWare.
Extensive knowledge of computer hardware including both Windows and Apple desktops and laptops as well as IOS and Android mobile device experience.
Successful candidate must have in depth technical knowledge of Telepresence, DLP, Airwatch MDM, client imaging software, Active Directory, Avaya or similar VOIP phone system, Ticketing systems, and anti-virus.
Experience with , Splunk s a plus.
Passion for providing world-class service to a user base in excess of 8000 users, both local and remote, and have the ability and aptitude to grow with the company.
Supperior relationship management and performance management skills.
Experience with collaboration software such as Webex, Slack, Chatter, Teams, and similar.
Experience supporting WAN and LAN equipment with basic functions such as patching and understanding networking capabilities a plus.
Solid working knowledge of ITIL service management with at least a Foundations certificate required.
Experience supporting security tools a plus.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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