SUMMARY

The Service Desk Manager is responsible for ensuring the streamlined operation of the technical team in alignment with the business objectives of the organization. The Service Manager will work closely with the Director of Service to identify, recommend, develop, implement, and monitor policies, procedures, and best practices for the technical team. The Service Manager is responsible for providing leadership and direction to technical team by establishing productivity and profitability goals and ensuring they are being met.

JOB RESPONSIBILITIES

• Manage the technical team members as follows: Lead, coach, and train team members.
  • Develop and implement strategic initiatives for team.
  • Be an escalation point of contact to handle issues and involve direct leadership as needed.
  • Monitor team coverage, oversee personal time off approval, make sure back-ups are in place, and redistribute work to cover when others are out.
  • Monitor staffing and equipment needs.
  • Conduct performance reviews and make compensation decisions.
• Provide leadership, direction, management, and training for technical team members including but not limited to recruitment, scheduling, employee development, evaluation, and handling disciplinary actions.
• Establish and implement policies, procedures, processes, and standards to ensure efficient operations, meet profitability goals, and ensure client satisfaction.
• Collaborate with field service team to improve processes and coordination between teams, to ensure exceptional client service experience, while maintaining profitability.
• Handle escalated service requests to successful resolution.
• Work with Business Analyst to develop and monitor metrics and financial data for measuring key areas, such as client satisfaction, response times, ticket volumes, adequate staff coverage, etc.
• Develop revenue increasing strategies.
• Maintain knowledge and seek out new developments in the area offerings through attendance at trade and professional meetings, trade shows, literature, and other educational activities, to ensure that new developments are incorporated in the company.
• Understand, endorse, and teach the company mission, philosophy, culture, and policies.
• Demonstrate leadership by presenting a positive example, establishing high standards, holding people accountable, and maintaining the highest standards of honesty and integrity.
• Represent the organization as appropriate in its relationships with major customers, suppliers, competitors, bankers, government agencies, professional societies, and similar groups.
• Accurately maintain documentation and comply with administrative procedures on a timely basis to include time entry.
• Attend required company and departmental meetings.
• Act in accordance with company policies and procedures as set forth in the Employee Handbook.
• Perform other related duties as assigned.

QUALIFICATIONS

• Bachelor’s degree and eight (8) years of relevant experience; or equivalent combination of education and experience.
• Proven experience with IT infrastructure planning and development preferred.
• Extensive knowledge of MS technology and client platforms, and proficiency with business collaboration tools such as MS Office applications and Outlook.
• Excellent communication skills in working with and relating to people at all levels of an organization.
• Function as a good educator, who is trustworthy and willing to share information, and serve as a mentor.
• Energetic, forward-thinking, and creative.
• Act as a strategic visionary with sound technical skills, analytical ability, good judgment, and strong operational focus.
• Well organized and self-directed while being a team player.
• Highly decisive, possessing a “big picture” perspective.
• Treat people with respect, work with integrity and ethically, and uphold organizational values.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent day shift schedule.