Job Description

Job Description – Service Desk Manager

Summary The service desk provides a critical role as it serves as the point of contact for all technology issues. The Service Desk Manager is responsible for overseeing the daily operations of the service desk, ensuring efficient and effective support for all technology-related issues, and identifying and pursuing service improvement initiatives. This role involves managing a technical team, maintaining high service standards, and continuously improving service desk processes.

Essential Duties and Responsibilities:

Manage Daily Operations and Team Leadership

• Lead, guide, and train the service desk team's activities, ensuring timely and accurate responses to user requests and incidents for delivering high-quality customer service.
• Ensure that all service desk processes and procedures are followed.
• Manage the team's workload to meet service demands.
• Schedule employees' working times and provide backup support as needed.

Service Management

• Monitor and report on service desk performance metrics.
• Identify areas for improvement and implement solutions to enhance service quality and efficiency.
• Provide data and reporting of KPIs and trends to senior management in ad hoc, weekly, and monthly meetings as needed.
• Handle escalated issues and ensure they are resolved effectively and with care.

Education

• Bachelor's degree in Information Technology or a related field, or equivalent experience.
• Previous experience in a technical support or service desk role with leadership experience preferred.

Qualifications and Skills

• A complete understanding of the organization's business and core values.
• High emotional intelligence.
• Experience working in a Professional Services Automation (PSA) or Service Management platform with knowledge and understanding of best practices.
• The ability to build a cohesive team and manage people effectively.
• Strong communication and customer service skills.
• The ability to manage time effectively while setting the tone of the team through modeling and leadership.
• Strong analytical skills and the ability to think outside the box.
• Drive, self-motivation, and the ability to work under one's own initiative.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

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