Service Desk Manager at Veterans Enterprise Technology Solutions Inc. in Houston, Texas

Job Description:

Service Desk Manager

US-TX-Houston

Job ID: 2024-2749
Type: Regular Full-Time
# of Openings: 1
Houston, TX

Overview

Staffing Pros, a division of VETS Inc., is recruiting for a full-time Service Desk Manager onsite in Houston, TX.

If you have additional questions not answered by the information contained within this posting, please contact our team directly at StaffingPros@vets-inc.com.

Responsibilities

Our client’s IT Service Desk team is looking for an energetic individual that has a passion for leading a team responsible for providing outstanding client service! As a Service Desk Manager, you will be responsible for managing a team that is responsible for performing various tasks relating to the direct support of end users of Information Technology systems and services, via phone, remote computer access, and in-person. The Service Desk Manager is responsible for training, leading, monitoring calls for quality, meeting SLAs, handling any escalations, and ensuring a successful Service Desk Operation.

Service Desk Manager will:

• Train and lead the Service Desk Team with a variety of skillsets
• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• Understanding of the strategic vision for the service desk and the ability to set the short and long-term direction of the team.
• Knowledge and understanding of best practices for service management.
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• 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.
• 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.
• Promote 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.
• Acts as a model of customer service excellence to all organizational staff members with emphasis on building strong relationships with our employees
• Manages the Service Desk coverage and staff training to ensure all KPI’s and SLA’s are met
• Leads the recruitment and hiring of Service Desk Associates
• Monitor client calls and service requests for quality, provide performance coaching and feedback.
• Ensure proper workflow between service desk team members
• Ensures all customer issues, incidents, and problems are raised within our internal ticketing system and reach resolution within customer contractual timelines with a high level of satisfaction
• Takes charge of all major incidents: relaying incident information and ensuring high level of coordination and communication between the employees and Information Technology Team.
• Acts as the escalation point for all issues raised at the Service Desk
• Manages issue escalation to other internal teams to ensure resolution in a timely manner
• Ensures root cause analysis is determined, documented and communicated to our customers for all issues.
• Implement Process Improvements for Team. Recognize, evaluate and identify areas for improvement.
• Ensures global organizational standards based on ITIL principles are implemented into daily Service Desk processes
• Analyzes and reports on all customer issue metrics
• Ensures the continued development of the Service Desk knowledgebase to allow first call resolution with the Service Desk team
• Collaborates with a 3rd party transit rider contact center which handles issues outside the Service Desk purview
• Develops daily, weekly, and monthly reports of Service Desk metrics to ensure compliance with all required SLA’s and KPI’s
• Attends customer-facing meetings in person and via phone conference to deliver information with confidence and professionalism.
• Contribute to and manage additional special projects assigned by management team.
• Adjusts priorities to respond to pressing and changing demands caused by operational or project situations
• Potential after hours support & On-call rotation; must have internet access from home.

Qualifications

• 5+ years of work experience in a Call Center/Service Desk Manager.
• 3+ years’ experience managing people in Call Center/ Service Desk practice.
• Personal Effectiveness Ability to communicate, influence, lead and manage self-development and leadership thinking
• Must be detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision.
• Thrives in an environment of multiple shifting priorities.
• Excellent analytical, oral, written, and problem solving skills
• Ability to think strategically, act tactically, and address conflict with others constructively.
• Effective at building trust in relationships with employees and managers.
• Manages different audience needs with a customer-focused orientation.
• Able to work independently and successfully in team environment and interface effectively with senior management.
• Provides ideas and suggestions to support achievement of goals.
• Applies concepts of project management & resource allocation.
• Must be capable of forward thinking to plan for future technology needs and foresee trends.
• Ability and desire to quickly learn new technologies and concepts.
• Bachelor’s Degree in Information Technology or related field.
• IT Infrastructure Library (ITIL) certification (minimally Foundation to intermediate preferred)
• MCSA or MCSE is required
• Any Cisco Entry level or Network + certification are a definite plus
• A deep understanding of the consultative process, methodology, and approach.

PI248496467

Salary:

$100,000.00

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