Support / Service Desk Manager
The Manager is responsible for planning, managing, and coordinating the IT Support team. This includes managing all activities, schedules, and coordination of team members. This role is also responsible for managing tickets, escalating issues to the appropriate resources coordinating efforts to ensure tickets are closed within SLA. Looking for someone who can drive service excellence and push the limits of support.
Manages the operations of the Support team and provides leadership to a team of talented support specialists.
Establishing trust with internal and external customers and serving as a point of escalation for high impacting issues.
Responsible for hiring, performance reviews, goal setting, and training of the Customer Support team.
Manag day-to-day activities of the 24/7 Customer Support team.
Develop phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
Develop help desk metrics that mirror firm expectations on service levels, quality and volume.
Provide the required information for the CIO and other Directors to make management decisions.
Maintain relationships with external vendors that directly relate to customer support team.
Skills & Abilities:
Minimum of 10-15 years of experience in Information Technology in desktop/systems support.
Experience working with 3rd party vendors in the remote, and in-office, service of help desk support.
Minimum three years of experience as a Technology Support Supervisor or Manager.