We are seeking a talented individual for an IT Support Manger who is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. Identifies and gathers key metrics to analyze the Service Desk performance and identify problem areas. Additionally, IT Support Manager develops and optimizes processes to achieve service level requirements and performance goals. May act as the escalation point and facilitator for severe, critical, or unique issues.
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Essential Job Functions
Organizes and prioritizes IT Support workload.
The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
Effectively managing, developing, and training the service desk team.
Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
Conducting and sharing results from service and operation performance reviews.
Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
Being aware of and managing the costs of running the service desks.
An ability to balance and plan the short-term actions of the team.
Knowledge and understanding of all relevant industry standards.
Knowledge and understanding of best practices for service management.
Strong communication skills, including the ability to be influential and persuasive with stakeholders.
An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
A complete understanding of the organization’s business.
An ability to think critically about systems and to adjust consistently as needed.
The ability to manage time effectively while setting the tone of the team through modeling and leadership.
Basic Qualifications
Bachelor’s degree or equivalent combination of education and experience
Bachelor’s degree in a related field preferred
Six or more years of customer service experience
Two or more years of leadership experience
Experience working with company products and operating systems and customer service agreements
Experience working with the company escalation policy
Other Qualifications
Good human relations skills to select, develop, mentor, discipline and reward employees
Good interpersonal skills for interacting with team members and clients
Good organization skills and time management skills to balance and prioritize work
Good analytical and problem solving skills
Good communication skills
Ability to work in a team environment
Work Environment
Office environment
May require shift work
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