IT Service Desk Manager

Job Description

We have a direct-hire position for a IT Service Desk Manager with one of our clients in Atlanta, GA. No third party candidates considered for this position.

Overview:

The IT Service Desk Manager reports to the VP, Information Technology with a dotted line relationship with the Director of Infrastructure and Operations and is responsible for leading our internal and external technical support teams to provide excellent customer service and resolve all technical issues. This leader must have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team and 3rd party partnerships to achieve specific goals are essential skills to perform well in this position. The goal is to be able to ensure high quality technical support and increase client satisfaction.   

In this critical role, the service desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and where possible providing a first-contact resolution to customers.   

Essential Functions: 

• Manage the service desk team and 3rd party vendor relationships providing customer service functions
• Build a consistent service desk committed to quality and regular quality improvements and commitment to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics
• Evaluate and monitor performance of internal and external service desk SLA’s
• Ensure customer service is timely and accurate on a daily basis
• Recruit, train and support help desk representatives and technicians
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly, and monthly reports on the service desk team’s productivity
• Provide customer feedback to the appropriate internal teams and stakeholders
• Develop, enhance, and oversee asset management lifecycle (provisioning, de-provisioning, asset recovery)
• Identify and pursue service improvement initiatives; managing complaints, suggestions, and compliments