Job Description

Service Desk Manager

We are seeking a Service Desk Manager to join a team of highly technical individuals in a fast-paced, challenging environment. Provide the highest level of customer service by developing long-lasting, trusted customer relationships. The Service Desk Manager is responsible for overseeing the day-to-day activities of service-desk operations to ensure our customers receive and deliver best-in-class service. Responsible for transparent and efficient operations, ensuring SLAs are met and service-desk clients are satisfied with the support that they are receiving on a continued basis. Actively involved in the day-to-day activities of their immediate team, with a direct accountability for service desk performance. Provides weekly/quarterly reporting to Operations Manager. Additionally, the Service Desk Manager should stay updated to all industry best-practices standards. Accountable for Service Desk SOPs (Standard Operating Procedure as required and continues to drive innovative solutions to the Service Desk division.

Requirements

• A bachelor's degree in business, administration, or related field
• 3-5 years previous management/supervisory roles with technology leadership experience
• Strong MSP (Manage Service Provider) industry knowledge and best in practice
• Effectively apply ITSM principles to assign and manage team tasks through an organized dispatch approach, ensuring streamlined service delivery
• Excellent leadership, verbal, written communication, and customer service skills
• Computer literacy and excellent internal and external organizational skills
• Strong critical thinking and problem-solving skills
• The ability to work under pressure and handle a fast-paced environment
• Scheduled night and weekend work or on-call duty may be required
• 25% travel to client sites within the Houston metropolitan area

Responsibilities

• Serves as a leader/mentor in the Technology Consulting Division
• Experience in Customer Success, Pre-Sales, Consulting and/or Project Management
• The ability to develop and manage multiple client portfolios and to ensure proper network monitoring
• Managing escalations and ensuring any issues are resolved in a timely manner and with agreed upon SLA
• Delegating and directing service tasks within the team, monitoring the progress of current projects, managing service team members and/or third-party vendors to ensure team objectives and goals are met
• Collecting and analyzing data to learn more about customer behavior to identify trends
• Ensuring SLA compliance, driving continuous process improvement, and suggesting products or services
• Managing assets within ITSM tool (Halo PSA) and updating fleet of inventory when necessary
• Establish and implement best practices through the entire technical support process
• Develop daily, weekly, and monthly reports on help desk team productivity
• Regular review of KPIs with internal teams, as well as with clients to evaluate service desk efficiency
• Assist with resolving service desk problems and improving service methods to increase the service desk's productivity and commitment to delivering exceptional customer satisfaction
• Solid technical background in practice or theory with ability to give instructions to a non-technical audience
• Be an escalation point, alongside operations/engineering teams, to resolve complex customer requests
• Closely monitoring departmental challenges and client complaints to create standardized methods to lessen recurring or chronic issue
• Auditing work and customer service to ensure company's high standards, efficiency, best in practice and productivity goals are met
• Ensure service desk team always provides exceptional customer service
• Evaluate service desk team performance (daily/weekly/quarterly reviews) to identify process improvement
• Help train the trainer with new employees on company or client procedures and standards
• Creating knowledge base articles within ITGlue, SharePoint, Teams and/or Halo PSA to better assist customers

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