IT Service Desk Manager

The IT Service Desk Manager is responsible for the supervision, management, maintenance and coordination of centralized IT Service Desk resources to ensure the timely delivery of a superior customer service experience handling computer-related incident resolution and request fulfillment to end users firm wide in a fast paced 24/7 environment.

Responsibilities include:

• Overseeing the day-to-day supervision of the firm’s Service Desk Analysts to provide quality customer service to all of the firm’s staff in support of the firm’s IT Service Desk.
• Supervising the DC Service Desk team.
• Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved).
• Scheduling the firm’s Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment.
• Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.
• Providing career development guidance to staff and recommending training paths.
• Identifying metrics and collecting associated data to ensure optimal Service Desk operations.
• Performing administrative duties related to the processing of all leave requests, timecards, and annual reviews in a timely manner.
• Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution.
• Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues.
• Reviewing, editing, and maintaining support services knowledge database.
• Providing feedback to the Training Manager to ensure training programs meet the needs of the firm’s end users.
• Supervising planning and management of location specific projects, i.e., laptop replacement.
• Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed efficiently.
• Supporting, upholding, and encouraging compliance with all company computer related policies throughout the enterprise.
• Supporting firm policies and procedures related to the Information Technology Department.

Requirements

• Four-year college degree preferred; equivalent experience will be considered.
• Minimum six years’ experience in providing end-user support.
• Minimum of three years’ supervisory experience in a Help Desk or Service Desk environment.
• Working knowledge of and technical experience providing support for computer related systems which include but are not limited to the following areas: computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity.
• Expert knowledge in Windows operating systems and Microsoft Office Suite and/or related software.
• Strong leadership, interpersonal and customer service skills and personal initiative.
• Proven project management skills and an ability work under time constraints to meet deadlines.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information.
• Ability to strategically maintain financial/budgetary information.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to be a change agent and drive new firm initiatives.
• Ability to demonstrate strategic focus.
• Ability to define goals and follow though to achieve results.
• Excellent organization and communications skills, both oral and written.
• Ability to work in a fast-paced environment while exhibiting a strong attention to detail.
• Flexibility to work additional hours, as necessary.