Service Desk Manager

TEKsystems, Inc
Fredericksburg, VA
Dec 06, 2018
Dec 10, 2018
Full Time
Top Three Skills:1) At least 2 years of management experience of a technical team (size is not a huge concern) with responsibility and experience performing hiring/firing and ideally annual performance reviews for a team.2) Intermediate knowledge of systems and networking (someone who is able to 3) Excellent written and verbal communication, along with leadership skills. A bachelor's degree is required OR the candidate must sign an agreement that they will attain a degree within 5 years (tuition reimbursement is offered). 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 seeking a customer 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 throughout the healthcare system ranging from doctors and nurses to financial operations and healthcare administration. 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. - No ServiceNow needed (but the team is going live with SN in November). Remedy or other tools are fine.- 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:We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.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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