Job Information
TEKsystems Service Desk Manager in Orlando, Florida
TEKsystems is seeking an experienced Service Desk Manager to oversee the Enterprise IT Service Desk for a great organization in Orlando, FL. This position will be an on-site 6 month contract to hire role.
Description:
You will work in a fast-paced and diverse environment. In this role, you will need to demonstrate many intangible skills, such as time and task management, critical thinking and problem solving, the ability to communicate complicated problems in a concise manner, as well as solve complex problems using available tools. The Service Desk Manager shall manage the performance of service desk, desk-side services to corporate users, and corporate IT assets. The Service Desk Manager will provide users efficient and timely first and second level support for IT Enterprise systems. to ensure that service levels are achieved in line with Service Level Agreements with the Business.
Requirements:
• Demonstrated success in improving, optimizing, standardizing, and streamlining management and customer support processes that yielded improvements in customer satisfaction.
• Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide service desk.
• Demonstrated experience in the ability to measure and control processes through Service Desk KPI.
• Demonstrated the ability to handle complex and escalated customer service issues.
• Review and resolve customer complaints and evaluate the need for preventative measures.
• Demonstrated experience with various service desk technologies and tools
• Demonstrated experience with Desktop support.
• Experience in vendor coordination.
• Asset and Licensing coordination
Job Responsibilities:
• Plan, prioritize, and delegate work tasks to ensure proper functioning of the Service Desk.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Oversee Service Desk metrics and strive for continuous improvement, identify overall trends and work with system owners for resolutions.
• Ensure that all service level agreements are met, and SOP and/or processes are being followed. Handle complex and escalated customer service issues.
• Review and resolve customer complaints and evaluate the need for preventative measures.
• Guarantee the necessary resources and tools are available for quality customer service delivery.
• Ensure that client systems are configured and managed in a way that meets client needs and industry best practices.
Additional Skills & Qualifications:
Qualifications
• Five or more years of related technical and managerial experience in an end-to-end service desk and desk-side service delivery.
• Self-Motivated, with a passion for IT and excellent customer service.
• At least two recognized industry certifications, preferred.(can be replaced with years of experience)
• Strong verbal and written communication skills.
• Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
• Experience in managing a team to accomplish common goals.
• Experience in gathering insights data from multiple sources and making informed decisions where necessary.
• Ability to meet deadlines and be held accountable.
• Organized, thorough, and able to produce detailed documentation as necessary.
Education / Certification
• Bachelor’s Degree in Information Technology or Industry certifications (preferred)
• ITIL Certification (preferred)
• Help Desk Institute Support Center Manager (HDI-SCM) Certification (preferred)
Skills:
Trouble, Tickets, Tier, active, directory, help, desk, troubleshoot, Service desk, Risk assessment, Help desk, management skills, help desk management, kpi, metrics & analysis, jira, Supervisory skills, Office 365, Active directory
Top Skills Details:
Trouble,Tickets,Tier,active,directory,help,desk,troubleshoot,Service desk, Risk assessment, Help desk, management skills, help desk management, kpi, metrics & analysis
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.