Job Description :
Job Title : Service Desk Manager Location: Cary, NC Duration: Full time Job Description: Oversee the performance of the 24x7 Service Desk and manage the Technical Support Analyst staff Strong internal and external communication, prioritization, and leadership skills. Recruit, train, and manage technical support analysts, and offer front line incident triage and resolution. Responsibilities: 1) Monitor and manage phone and ServiceNow triage queue, manage after-hours call center services and on-call rotation for the Service Desk team. 2) Manage on-site and remote team members day to day activities in terms of resource allocation, ticket distribution and escalation handling Appropriately escalate and manage incidents to other teams 3) Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are developed and continually modified to meet the needs of the department. 4) Provide data and reporting of KPI's and trends as defined by management as needed. 5) Identify skills within the team and build out SMEs to align with operational support and strategy 6) Use broad technical experience to improve efficiencies in the help desk processes and teams in areas such as on-boarding, off-boarding, and self-service 7) Optimize service desk to track and report on agreed upon SLAs and provide regular updates to management 8) Train, coach and mentor Service Desk staff including career development. Build/maintain knowledge base documentation to achieve faster resolution time for customers 9) Foster strong team environment, provides leadership by projecting a positive attitude and creating learning opportunities. 10) Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found 11) Other tasks as required, which may include afterhours / on-call duties Desired may include : - ITIL/ITSM - V.3 Foundation Certification - Lean Certifications - Microsoft Certifications Experience: 8+ years. General Requirements: - Great communication and relationship building skills. - Great customer services skills. - Sense of urgency and eagerness to please attitude. - Proven ServiceDesk management skills. - Expert knowledge of computer hardware, computer software, printers and printing, scanning and multifunction devices, as well as computer peripherals - Experience leading a staff in a global 24x7x365 Service Desk operation. - Experience with ITIL based ticket tracking systems such as ServiceNow and automatic call distribution systems. - Experience with performance metric expectations through industry best practices. - Experience with Service Level Agreements (SLAs) - Demonstrates commitment to providing Quality Customer Experience (QCE - Ability to manage multiple high priority initiatives in a fast paced, highly technical environment. - Excellent service-driven customer-focused skills. - Experience with working with all levels of a organization and presenting to senior leadership. - Proven ability to work in both a team environment and independently. - Excellent oral, written and interpersonal communications skills. - Superior project planning and people management skills. - Strong time management skills and attention to detail. - Talent for creatively utilizing technology, people and processes to solve unique business problems in a cost-effective manner. - Ability to motivate and direct staff members and subordinates. - Exceptional interpersonal skills, with a focus on listening and questioning skills.