managed services support desk manager

managed services support desk manager.

• clive , iowa

• posted may 9, 2024

job details

summary

• $70,000 - $80,000 per year

• permanent

• bachelor degree

• category computer and mathematical occupations

• reference1051650

job details

job summary

We are seeking a dynamic and experienced Managed Services Support Desk Manager to lead our team of dedicated support professionals. The Support Desk Manager will be responsible for overseeing the day-to-day operations of our service desk, ensuring efficient resolution of client issues, and maintaining high levels of client satisfaction.

Essential Functions

• Lead, coach, and mentor a team of service desk engineers, fostering a culture of excellence, collaboration, and continuous improvement.

• Set clear performance objectives and provide regular feedback to team members to drive individual and collective growth.

• Develop and implement training programs to enhance the technical skills and customer service capabilities of the service desk team.

• Oversee the delivery of IT support services to clients, ensuring adherence to service level objectives (SLOs) and operational standards.

• Monitor service desk metrics and KPIs to identify trends, address performance issues, and drive service improvements.

• Implement best practices and processes for incident management, problem resolution, and service request fulfillment.

• As needed, serve as the primary point of contact for escalated client issues, working closely with clients to understand their needs and expectations.

• Collaborate with managed services team leads, managed services engineers, account management, and sales teams to identify opportunities for service enhancement and expansion.

• Evaluate, implement, and optimize service desk technologies and tools to streamline operations and enhance productivity.

• Stay informed about emerging IT trends and technologies, providing recommendations for their integration into service delivery processes.

• Ensure the managed services team is proficient in the use of relevant ITSM tools and platforms.

• Drive a culture of continuous improvement within the managed services team, encouraging innovation and efficiency gains.

• Regularly review and refine service desk processes, procedures, and documentation to maximize effectiveness and minimize risk.

• Champion initiatives to automate routine tasks, improve self-service capabilities, and enhance overall service quality.

• Actively engage with Managed Services Leadership Team.

• Ensuring time tracking is completed accurately and timely.

• Work closely with the finance team on monthly billing.

• Perform other tasks as needed and/or requested.

Education and Experience

• Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).

• Proven experience in a leadership role within an IT service desk or helpdesk environment, preferably in a managed service provider (MSP) setting.

• Technical knowledge across a broad range of IT disciplines, including desktop support, networking, and systems administration.

• Demonstrated experience in service delivery management, including SLO management, incident resolution, and problem management.

• ITIL certification preferred.

• Experience with Power BI or other data analytics applications preferred.

• Experience with IT service management (ITSM) tools such as ConnectWise, ServiceNow, Remedy, or Jira Service Management.

Required Skills and Abilities

• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.

• Leadership abilities, with a focus on coaching, mentoring, and developing team members.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

• Organizational skills and ability to work independently and with a team.

• High level of self-motivation with a keen attention to detail.

• Ability to travel if required.

• On call availability.

• Sitting for extended periods of time.

• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.

• Occasional inspection of cables in floors and ceilings.

• Lifting and transporting moderately heavy objects, such as computers and peripherals.

location: CLIVE, Iowa

job type: Permanent

salary: $70,000 - 80,000 per year

work hours: 8am to 4pm

education: Bachelors

responsibilities

Job Title: Managed Services Support Desk Manager

Department: Managed Services

Reports To: Director of Managed Services

Locations: Clive, IA, Cedar Rapids, IA or Omaha, NE.

Job Summary

We are seeking a dynamic and experienced Managed Services Support Desk Manager to lead our team of dedicated support professionals. The Support Desk Manager will be responsible for overseeing the day-to-day operations of our service desk, ensuring efficient resolution of client issues, and maintaining high levels of client satisfaction.

Essential Functions

• Lead, coach, and mentor a team of service desk engineers, fostering a culture of excellence, collaboration, and continuous improvement.

• Set clear performance objectives and provide regular feedback to team members to drive individual and collective growth.

• Develop and implement training programs to enhance the technical skills and customer service capabilities of the service desk team.

• Oversee the delivery of IT support services to clients, ensuring adherence to service level objectives (SLOs) and operational standards.

• Monitor service desk metrics and KPIs to identify trends, address performance issues, and drive service improvements.

• Implement best practices and processes for incident management, problem resolution, and service request fulfillment.

• As needed, serve as the primary point of contact for escalated client issues, working closely with clients to understand their needs and expectations.

• Collaborate with managed services team leads, managed services engineers, account management, and sales teams to identify opportunities for service enhancement and expansion.

• Evaluate, implement, and optimize service desk technologies and tools to streamline operations and enhance productivity.

• Stay informed about emerging IT trends and technologies, providing recommendations for their integration into service delivery processes.

• Ensure the managed services team is proficient in the use of relevant ITSM tools and platforms.

• Drive a culture of continuous improvement within the managed services team, encouraging innovation and efficiency gains.

• Regularly review and refine service desk processes, procedures, and documentation to maximize effectiveness and minimize risk.

• Champion initiatives to automate routine tasks, improve self-service capabilities, and enhance overall service quality.

• Actively engage with Managed Services Leadership Team.

• Ensuring time tracking is completed accurately and timely.

• Work closely with the finance team on monthly billing.

• Perform other tasks as needed and/or requested.

Education and Experience

• Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).

• Proven experience in a leadership role within an IT service desk or helpdesk environment, preferably in a managed service provider (MSP) setting.

• strong technical knowledge across a broad range of IT disciplines, including desktop support, networking, and systems administration.

• Demonstrated experience in service delivery management, including SLO management, incident resolution, and problem management.

• ITIL certification preferred.

• Experience with Power BI or other data analytics applications preferred.

• Experience with IT service management (ITSM) tools such as ConnectWise, ServiceNow, Remedy, or Jira Service Management.

Required Skills and Abilities

• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.

• strong leadership abilities, with a focus on coaching, mentoring, and developing team members.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

• strong organizational skills and ability to work independently and with a team.

• High level of self-motivation with a keen attention to detail.

• Ability to travel if required.

• On call availability.

• Sitting for extended periods of time.

• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.

• Occasional inspection of cables in floors and ceilings.

• Lifting and transporting moderately heavy objects, such as computers and peripherals.

Benefits

• Health Insurance

• Dental Insurance

• Vision Insurance

• 401k and company match

• Flexible Schedule

• Life Insurance

• Short term and long-term disability

• Flexible Spending Account (FSA)

• Health Savings Account (HSA)

• Dependent Care Account (DCA)

• Employee Assistance Program

• Opportunities for professional and career advancement

Benefits found in job post

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k)

qualifications

• Experience level: Experienced

• Education: Bachelors

skills

• Technical SupportEqual Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group ~~~ Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact ~~~ offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).Applications accepted on ongoing basis until filled.