Service Desk Manager - Addison Group : Job Details

Job Summary:

Are you a seasoned IT professional with a passion for leadership and customer service? We are seeking a Senior Service Desk Manager to lead a dedicated team in delivering exceptional IT support. This role requires expertise in service desk management, technical proficiency in key tools, and a strong focus on mentoring and customer satisfaction. As a customer-facing leader, you will ensure seamless IT support operations, working closely with business stakeholders and clients.

Key Responsibilities:

1. Leadership and Team Management:

• Lead, mentor, and develop the service desk team, setting clear performance goals and fostering a culture of high performance.
• Provide ongoing training and support for team members on critical tools, workflows, and customer service techniques.
• Regularly review team metrics and provide feedback to enhance team effectiveness and engagement.

2. Customer Service and Relationship Management:

• Serve as a primary point of contact for escalated support requests, ensuring prompt, professional issue resolution.
• Build and maintain strong relationships with customers and business leaders, proactively managing expectations and communication.
• Monitor customer satisfaction and feedback, continuously improving service quality.

3. Service Desk Operations and Tool Expertise:

• Manage and optimize service desk operations using tools including Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro.
• Oversee incident and request management to ensure efficient resolution within SLA timelines.
• Leverage these tools to streamline processes, enhance collaboration, and improve support delivery

4. Continuous Improvement:

• Analyze service desk metrics and performance data to identify areas for operational improvement.
• Develop and implement best practices for issue resolution, knowledge sharing, and process standardization.
• Work with other IT and support teams to ensure alignment of support services with broader IT goals.

5. Knowledge Management and Documentation:

• Encourage knowledge sharing by managing and expanding the knowledge base for common issues, guides, and FAQs.
• Ensure documentation of processes, workflows, and solutions is up-to-date and accessible to the team and end-users.

Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Experience: 7+ years in IT service desk management or support roles, with 3+ years in leadership.
• Certifications (preferred): ITIL Foundation, HDI Service Desk Manager, or relevant certifications in the tools used.

Technical Skills:

• Proficiency with Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro.
• Strong understanding of service desk operations, ITIL processes, and customer service best practices.

Core Competencies:

• Leadership and Mentorship: Proven experience in leading and developing IT support teams.
• Customer Service: Excellent customer focus with the ability to resolve escalated issues effectively.
• Communication: Strong written and verbal communication skills, suitable for a customer-facing role.
• Analytical Skills: Ability to interpret data to optimize operations and improve service delivery.