IT Service Operations Manager

IT Service Desk Manager

The service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure the service desk is constantly developing and improving. This includes the ability to coach and develop the team. The service desk manager establishes policies designed to ensure consistently high service performance, monitors service desk team members, and evaluates customer feedback to develop quality improvement processes.

• Take part in the formulation of company policy, especially as it affects the area of the service desk.
• Ensure our service desk processes are efficient and cost effective
• Assist in hiring and training the members of the service desk team.
• Oversee the day-to-day services provided to our clients.
• Educate team members on new policies and their implications on service delivery
• Assess the individual and collective performance of service desk team members
• Manage & monitor service tickets ensuring SLAs are met.
• Hold scheduled weekly meetings with services desk team to ensure we are meeting our clients expectations.
• Hold scheduled meetings with services desk team to ensure that we as a company are meeting their expectations.
• Work to mitigate service failures and improve processes when necessary
• Prepare monthly status reports for customers derived from the ConnectWise Ticket system

Hybrid in Brookhaven

Requirements

Candidate must have an understanding and interest in the small business environment dynamics.

5 years experience as an engineer is mandatory.

3 years experience as a manager in a technical role is mandatory.

B.S. degree in an IT related field; equivalent work experience will be considered;

Exceptional customer focus and strong professional acumen;

Excellent organizational and interpersonal skills;

Exceptional written and verbal communication skills;

Excellent time management skills and the ability to manage multiple assignments;

Excellent analytical, problem-solving and creative-thinking skills.

Previous experience working for a Managed IT Services firm

Previous experience working with ConnectWise is a plus.