Service Desk Manager

GFI Digital is looking for an ambitious, customer-focused leader with a proven track record to lead, develop, support, and manage our Service Desk team. The ideal candidate will be a servant leader who is: pro-active, data-driven, organized, and strategic minded.

This person will be empathetic and passionate about working with customers and developing successful processes to deliver top-notch customer service. As a team, we are on a mission to transform each client s experience, while becoming an industry-leading Managed Services Provider. We are looking for a passionate leader who is willing to drive change and to develop and support our customers and employees through our commitment to service excellence.

Equally, this person will be developing and executing strategic decisions and be held accountable to company aligned goals based on measurable customer success metrics. This person will work with the Leadership Team to meet and exceed customer expectations and retention goals across all active markets.

GFI Digital has been recognized for the past eight years by the St. Louis Post-Dispatch as one of the area s Top Workplaces.

Responsibilities:

• Manage a team of support focused engineers and evaluate performance against established expectations.
• Manage the processing of incoming tickets to the Service Desk via both telephone, e-mail, and our IT Service Management ticketing system to ensure courteous, timely and effective resolution of end user incidents and requests.
• Overseeing customer performance analysis, customer network reporting, and SLA compliance.
• Set high customer service standards and hold engineers accountable to those standards.
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Establish measurable team goals.
• Drive results and optimize the team s performance.
• Establish best practices throughout the entire technical support process: recruit, hire, train and support the engineers.
• Develop daily, weekly, and monthly reports (from our systems) and provide results on the productivity of the engineers to the management team.
• Drive analytics to deliver the desired customer experience (e.g. customer health, predictive analytics, usage, etc.)
• Establish and develop KPIs and Benchmarks to measure success and help grow the business.
• Develop a roadmap of tools or enhancement to optimize the customer experience.

Qualifications:

• 5+ years with managing teams
• 5+ years of experience in Support leadership position
• 3+ years of experience with ConnectWise or another ITSM Service Desk platform
• Exceptional analytical and problem-solving skills with demonstrated ability in managing multiple priorities and meeting deadlines.
• Must be able to understand how to create processes and policies to meet efficiency and growth needs.
• Strong leadership skills with a proven track record of hiring, motivating, and engaging teams.
• Ability to work well across functions, and lead through persuasion, negotiation, and consensus building.
• Proven experience working with C-level Client executives regularly. Excellent client relationship, team leadership and delivery skills with the demonstrated ability to communicate effectively throughout all levels of an organization.
• Self-starter who works well under pressure, has great judgment, and knows how to prioritize and handle multiple deliverables to meet tight deadlines.