Service Desk Manager

Job Summary:

The Sr. Service Desk Manager, will provide leadership, vision, and direction to team members within Moonshot s service desk team. The Service Desk Manager will be responsible and held accountable for creating the vision, direction, leadership for a high performing service desk. As the Sr. Service Desk Manager, you will be expected to perform analytical thinking in a proactive nature to drive customer relationship management activities: VIP support, customer communications, escalations, responses to customer satisfaction surveys that are conducted regularly, metrics gathering, analytics, KPIs, while contributing to the growth of overall Service Desk capabilities.

Supervisory Responsibilities:

• Recruiting, training, and coaching IT Service Desk associates
• Organizes and oversees the work and schedules of departmental staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:

• Fully responsible for managing the performance of the service desk teams to ensure service level expectations are met
• Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices
• Ensure adherence to standards and processes in accordance with ITIL market standards
• Provide data and reporting of KPI's and trends to the Director of Cloud Services, weekly, monthly, and as needed Report on KPI s to determine team performance and areas for improvement.
• Manage all incident and service requests and oversee all change management, configuration management, and release management ITIL processes
• Cultivate innovative processes and procedures for continuous improvement towards operational excellence to increase levels of services provide to clients
• Lead communication with stakeholders regarding service desk performance and SLA adherence
• Responsible for monitoring staff retention and strategizing recruitment efforts to suit business needs
• Ensuring a high standard of customer satisfaction is maintained
• Coordinating with other internal and external clients as needed to ensure business success
• Manage staff and activities necessary to effectively coordinate the service request fulfillment life cycle of based on ITSM best practices
• Manage outsource support vendors to ensure appropriate communication of outages, known issues, escalations, and appropriate coverage

Require Skills/Abilities, Experience and Education:

• 3+ years as an IT Manager
• 5+ years in the IT Industry
• Key metric reporting experience
• Prior experience building, mentoring, and developing effective teams
• Demonstrate experience with supporting users in a rapid growth environment
• Deep understand of ITIL Standards and best practices
• Prior experience with Network Equipment, Windows, MSP, and General Office Products, Microsoft Licensing, Laptop and Desktop hardware

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift to 15 pounds at times.