Service Desk Manager

TEKsystems, Inc
Fredericksburg, VA
May 17, 2018
May 21, 2018
Full Time
Summary:The Service Desk Manager is responsible for the day to day operations of the Client IS Service Desk. The Manager is responsible for leading, organizing, and inspiring the Service Desk Team to achieve a high level of performance and quality in the execution of services and support that exceed customer expectations. The Manager is responsible for managing all procedures related to the identification, prioritization and resolution of incidents and requests, including monitoring, tracking and coordinating all Service Desk functions. The Service Desk Manager ensures expected service levels are consistently achieved and standards and processes are followed for internal and external customers. The Service Desk Manager should have a strong emphasis on customer service, team leadership, and problem resolution.TEKsystems is looking to identify a customer service focused Service Desk Manager to lead, mentor, and manage roughly 20 desktop support professionals (Tech 1 "jack of all trade" support analysts). Main responsibilities will include coaching and mentoring team members, managing the team to hit SLA's, prioritizing projects/tickets, and communicating effectively with senior leadership, etc. The Manager will also be responsible for completing performance reviews for the entire team and MUST have experience performing such activities in previous management roles. As a leader for the organization and manager of the Service Desk, this employee will be responsible for the hiring, performance management, and firing of the team. The goal will be to meet each Tech where they are, motivate them, and build a high performing team.This team will support an increased workload of ticket volume because of many new projects + the in-sourcing of the tier 1 help desk, a workstation relocation project, etc. The techs will also provide support to the Win10 deployment project. The technicians will be supporting end users.The most important for all of these technicians (and the Service Desk Manager) is professionalism, responsiveness, and customer service. This team is the face of the IT department. Experience: - Proven leadership experience managing a team of desktop and help desk technicians.- Experience managing a highly functioning, well-oiled service desk. - ServiceNow needed- Manager, must have undergrad degree and 2+ years of management experience. - Manage day to day service desk operations and team performance.Must have previous experience troubleshooting hardware and software issues in several of the following: Microsoft Office365, Active Directory password resets, hardware connectivity issues, service requests for new installs of printers or other related hardware. About TEKsystems:Join TEKsystems(R), a leading IT staffing, IT talent management and IT services firm, and get your career on the fast track. We have more than 100 offices worldwide, and we partner with over 6,000 clients and place over 80,000 consultants per year. At TEKsystems, we seek to understand our consultants' skills, goals and interests, allowing us to present targeted job opportunities on a contract, contract-to-hire or direct placement basis. TEKsystems' leadership in the market stems from our sincere and personal commitment to driving the success of our customers, consultants and each other.The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.

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