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IT Help Desk Supervisor

Job Description



The Senior Service Desk Manager is responsible for providing exceptional vision and leadership to a team of technology professionals who are responsible for providing end user technology support services. . This position is responsible for leading and overseeing all Service Desk elements -- client relations, staffing to meet ever changing workflow needs, operational reporting, employee relations, and onboarding/offboarding support. This position requires strong problem solving skills and must ensure both operational stability and end user satisfaction. Communication skills are a must as the Senior Service Desk Manager will be required to interact with all areas of leadership to further refine, optimize, and transform the Service Desk's ongoing services. The Senior Service Desk Manager must strive to create a positive work environment and actively work to create strong business and staff relations Responsibilities: * Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the client contract and based on established company objectives. * Oversee daily volume of tickets generated from each client ; help prioritize tickets across all clients to ensure timely resolution of issues with highest impact on clients. * Responsible for developing and documenting processes and procedures particularly in a SLA driven environment * Participate in resource management meetings on a weekly basis to identify resource-requirements across the department and to ensure optimal productivity levels are achieved by all technical resources each week. * Define internal Service Desk performance indicators for quality assurance in support of customer facing performance indicators and present them to management. * Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner. * Regularly communicate service performance levels to key stakeholders, including Project Executives, Operations Manager, and Interface Manager. * Serve as key point of contact for all matters related to the Service Desk, including: implementation of Service Desk strategy and initiatives, client and/ or account team escalations, Service Desk reporting, Service Desk productivity, and Service Desk hours of coverage. * Supervise Team Leads, assigning duties and preparing and delivering performance reviews. * Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff. * Manage resources to achieve objectives and satisfy client requirements; promote cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness. * Responsible for all Human Resource actives at the Service Desk. * Provide direction in complex problem-solving situations and participate in direct interaction with technical resources when required. * Ensures and drives an engaged culture * Excellent verbal and written communication skills * Excellent customer service skills

Job Requirements

 

Job Snapshot

Location US-FL-Doral
Employment Type Full-Time
Pay Type Year
Pay Rate $60,000.00 /Year
Store Type IT & Technical
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Company Overview

SNI Financial

The SNI Financial division specializes exclusively in full-time job search services - matching financial, accounting and banking professionals at all levels with desirable full-time career opportunities. SNI Financial has in-depth expertise and long-standing relationships in the finance and accounting industry, which allows us to excel at delivering high-quality matches. Learn More

Contact Information

US-FL-Doral
SNI Companies
305.471.7737
Snapshot
SNI Financial
Company:
US-FL-Doral
Location:
Full-Time
Employment Type:
Year
Pay Type:
$60,000.00 /Year
Pay Rate:
IT & Technical
Store Type:

Job Description



The Senior Service Desk Manager is responsible for providing exceptional vision and leadership to a team of technology professionals who are responsible for providing end user technology support services. . This position is responsible for leading and overseeing all Service Desk elements -- client relations, staffing to meet ever changing workflow needs, operational reporting, employee relations, and onboarding/offboarding support. This position requires strong problem solving skills and must ensure both operational stability and end user satisfaction. Communication skills are a must as the Senior Service Desk Manager will be required to interact with all areas of leadership to further refine, optimize, and transform the Service Desk's ongoing services. The Senior Service Desk Manager must strive to create a positive work environment and actively work to create strong business and staff relations Responsibilities: * Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the client contract and based on established company objectives. * Oversee daily volume of tickets generated from each client ; help prioritize tickets across all clients to ensure timely resolution of issues with highest impact on clients. * Responsible for developing and documenting processes and procedures particularly in a SLA driven environment * Participate in resource management meetings on a weekly basis to identify resource-requirements across the department and to ensure optimal productivity levels are achieved by all technical resources each week. * Define internal Service Desk performance indicators for quality assurance in support of customer facing performance indicators and present them to management. * Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner. * Regularly communicate service performance levels to key stakeholders, including Project Executives, Operations Manager, and Interface Manager. * Serve as key point of contact for all matters related to the Service Desk, including: implementation of Service Desk strategy and initiatives, client and/ or account team escalations, Service Desk reporting, Service Desk productivity, and Service Desk hours of coverage. * Supervise Team Leads, assigning duties and preparing and delivering performance reviews. * Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff. * Manage resources to achieve objectives and satisfy client requirements; promote cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness. * Responsible for all Human Resource actives at the Service Desk. * Provide direction in complex problem-solving situations and participate in direct interaction with technical resources when required. * Ensures and drives an engaged culture * Excellent verbal and written communication skills * Excellent customer service skills

Job Requirements

 
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