Overview

Knowledge Services is hiring an IT Service Desk Manager for a client in a fully remote, direct hire, role.

The IT Service Desk Manager will provide leadership over the IT Service Desk team responsible for all incoming phone calls to the main technical support line, as well as inquiries into the helpdesk system. The IT Service Desk Manager will be responsible for directing team members’ workflow and workload to meet the incoming volume demands. This position is expected to: focus on improving your team’s performance and processes in an effort to provide better technical support to customers, establish and maintain team goals, collect and analyze call center and ticket data, and understand college policies and offerings. The position is expected to understand general hardware and software, printers, projectors, document cameras, scanners, and other related IT equipment, as well as systems such as email, learning management systems, storage platforms, etc.

Top Requirements:

Strong Leadership skills
Strong communication skills
Strategic thinker
Ability to manage multiple strategic projects and objectives, meet deadlines, and track them continuously under minimal supervision.
 
Responsibilities

Provide continual leadership and coaching to all members of the IT Service Desk team.
Answer IT Service Desk team member’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by team members.
Create and maintain the strategic vision for the IT Service Desk team setting short and long term goals, and direction of the team.
Facilitate assistance from statewide teams or supervisor as needed to escalate an issue when it falls outside the scope of the IT Service Desk team.
Ensure all processes used by the IT Service Desk team are documented and regularly improved.
Organize daily and weekly communications with the team and between the team; asking questions to better understand what the team members are receiving, educate and coach team members regarding processes and practices, and explain expectations to employees.
Create and maintain an atmosphere of customer service excellence.
Work with Shared Services leadership in identifying trends and establishing call center goals.
Prepare and present detailed individual performance reports weekly for each team member that includes data analysis on call volume and helpdesk activity. Review with each team member on a regular basis and provide coaching for improvement.
Prepare and present detailed team performance reports weekly that includes data analysis on call volume and helpdesk activity, to be presented to Shared Services Leadership on a regular basis.
Analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Ensure team members are achieving desired service levels. Monitor individual team members’ activities to ensure best practices for service management are being met.
Communicate regular status updates with the IT Directors and Shared Services leadership.
Create IT Service Desk team schedule using historical data, in advance understanding weekly and semester based peak times.
Work with the Executive Director of IT Operations to: take corrective action where needed, conduct performance evaluations, and hire IT Service Desk team members.
Assume responsibility of tasks or projects to support employees, other managers, around call center operations.
Ensure the team continually contributes to developing knowledgebase articles and response templates for resolving problems that will benefit others, following out internal policies on knowledgebase article creation and maintenance.
Collect and utilize feedback from the Service Desk team to identify knowledge gaps in our knowledgebase.
Qualifications

Bachelor’s degree in an IT related field with one to three years’ work-related experience, or an associate degree in an IT related field along with three to five years’ related work experience
Excellent customer service, strong coaching and leadership skills, ability to motivate employees
Must have excellent written, oral, interpersonal, and communication skills and be able to provide service over the phone or video session, written, or in person
Must have knowledge and understanding of best practices for service management
Proficiency with necessary technology, including computers, software applications, phone systems, etc
Ability to acquire and combine data from multiple sources to create valuable insights.
Ability to lead, encourage, and influence others to perform.
Ability to manage projects and objectives, meet deadlines, and track them continuously under minimal supervision.
Understand the enterprise interrelation of IT components, wired and wireless networks, VoIP, Active Directory, LDAP, information security, familiarity with advanced desktop management tools, and advanced IT trouble-shooting skills. Ability to improve efficiency by automating tasks.
Must be willing to work nights and weekends as needed.
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