The #1 Site for IT and Engineering Jobs - search all IT and Engineering  jobs.

Service Desk Manager

Job Description

Service Desk Manager

3 Month Contract to Hire

Overland Park, KS




Brooksource is looking for a Service Desk Manager to join our healthcare client's team to manage the internal customer support call center staff and oversee the delivery and quality of the managed service vendor call center staff overseas. In this role, you'd coordinate the activities associated with the identification, prioritization, and resolution of reported problems within a line of business or enterprise-wide systems/applications.




This candidate will

need

to have experience managing offshore/outsourced teams or resources, ideally have experience helping transition to an outsourced model and establishing best practices and processes.




You'd be responsible for ensuring at all phases of help desk support are coordinated, monitored, logged, tracked, and resolved appropriately and timely. If you have experience in the field, and are looking for an opportunity to lead and impact a service desk team, keep reading and apply below!




Qualifications:

  • 10 years of experience providing computer systems customer support, including 3 years of supervisory/management and outsourcing vendor management experience.
  • A combination of education and less experience may qualify.



Essential Functions:

  • Organizes, and manages all aspects of I/S Customer Support for a functional area or areas within a line of business or for enterprise-wide systems, applications and hardware, Point of Care, Microsoft Office, desktop and laptop computers, printers and servers).
  • Ensures staff is trained on technology and departmental procedures to support delivery of timely and accurate trouble shooting, problem solving and technical advice to end-users of information systems.
  • Manages Service Level Agreements (SLAs) by monitoring and ensuring acceptable problem resolution in accordance with established service level standards.
  • Ensures all vendor SLA goals are satisfied and that communication is provided if any are trending negatively.
  • Manages problem escalation protocols with other departments within I/S and with vendor partners. Ensure that escalated issues are monitored and brought to a timely resolution.
  • Oversees and manages the administration of the function assigned, including full budget and staff responsibility. Ensures employees receive training, development, coaching, and motivation for effective performance and retention. Ensures vendor
  • Drives the efficiency and effectiveness of the incident management process and recommends improvements
  • Reports SLA and KPI metrics to vendor and or internal management at agreed upon intervals




Knowledge/Skills/Abilities:

  • Strong logic and reasoning abilities to analyze and react to Service Center data.
  • Strong people skills and a desire to interact constantly with others at various levels: subordinates, facility staff, vendors and senior management.
  • Excellent detail skills to manage a high volume, high intensity Customer Support and outsourcing function
  • Excellent verbal, written and presentation skills.
  • Proven management skills to deal with managed service vendor, other managers and staff in complex business situations with little scheduling latitude.
  • Commitment to deadlines and deliverables, with a 'customer first' attitude.
  • Approximate percent of time required to travel: 10%

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Job Requirements

Service Desk Manager 3 Month Contract to Hire Overland Park, KS Brooksource is looking for a Service Desk Manager to join our healthcare client's team to manage the internal customer support call center staff and oversee the delivery and quality of the managed service vendor call center staff overseas. In this role, you'd coordinate the activities associated with the identification, prioritization, and resolution of reported problems within a line of business or enterprise-wide systems/applications. This candidate will need to have experience managing offshore/outsourced teams or resources, ideally have experience helping transition to an outsourced model and establishing best practices and processes. You'd be responsible for ensuring at all phases of help desk support are coordinated, monitored, logged, tracked, and resolved appropriately and timely. If you have experience in the field, and are looking for an opportunity to lead and impact a service desk team, keep reading and apply below! Qualifications: 10 years of experience providing computer systems customer support, including 3 years of supervisory/management and outsourcing vendor management experience. A combination of education and less experience may qualify. Essential Functions: Organizes, and manages all aspects of I/S Customer Support for a functional area or areas within a line of business or for enterprise-wide systems, applications and hardware, Point of Care, Microsoft Office, desktop and laptop computers, printers and servers). Ensures staff is trained on technology and departmental procedures to support delivery of timely and accurate trouble shooting, problem solving and technical advice to end-users of information systems. Manages Service Level Agreements (SLAs) by monitoring and ensuring acceptable problem resolution in accordance with established service level standards. Ensures all vendor SLA goals are satisfied and that communication is provided if any are trending negatively. Manages problem escalation protocols with other departments within I/S and with vendor partners. Ensure that escalated issues are monitored and brought to a timely resolution. Oversees and manages the administration of the function assigned, including full budget and staff responsibility. Ensures employees receive training, development, coaching, and motivation for effective performance and retention. Ensures vendor Drives the efficiency and effectiveness of the incident management process and recommends improvements Reports SLA and KPI metrics to vendor and or internal management at agreed upon intervals Knowledge/Skills/Abilities: Strong logic and reasoning abilities to analyze and react to Service Center data. Strong people skills and a desire to interact constantly with others at various levels: subordinates, facility staff, vendors and senior management. Excellent detail skills to manage a high volume, high intensity Customer Support and outsourcing function Excellent verbal, written and presentation skills. Proven management skills to deal with managed service vendor, other managers and staff in complex business situations with little scheduling latitude. Commitment to deadlines and deliverables, with a 'customer first' attitude. Approximate percent of time required to travel: 10%

Job Snapshot

Location US-KS-Overland Park
Employment Type Full-Time
Pay Type Year
Pay Rate $0.00 - $115,000.00 /Year
Store Type IT & Technical, Other
Apply

Company Overview

Brooksource

Brooksource is an IT Services Company, specializing in the recruitment and placement of high level IT professionals. We offer competitive compensation, paid holidays, 401k, health benefits, flexible work schedules and just about anything a top tier candidate would demand. Our diverse client base covers all industries and provides us the opportunity to place you, the candidate, in positions that span the entire IT spectrum. Learn More

Contact Information

US-KS-Overland Park
Sarah Waskom
Snapshot
Brooksource
Company:
US-KS-Overland Park
Location:
Full-Time
Employment Type:
Year
Pay Type:
$0.00 - $115,000.00 /Year
Pay Rate:
IT & Technical, Other
Store Type:

Job Description

Service Desk Manager

3 Month Contract to Hire

Overland Park, KS




Brooksource is looking for a Service Desk Manager to join our healthcare client's team to manage the internal customer support call center staff and oversee the delivery and quality of the managed service vendor call center staff overseas. In this role, you'd coordinate the activities associated with the identification, prioritization, and resolution of reported problems within a line of business or enterprise-wide systems/applications.




This candidate will

need

to have experience managing offshore/outsourced teams or resources, ideally have experience helping transition to an outsourced model and establishing best practices and processes.




You'd be responsible for ensuring at all phases of help desk support are coordinated, monitored, logged, tracked, and resolved appropriately and timely. If you have experience in the field, and are looking for an opportunity to lead and impact a service desk team, keep reading and apply below!




Qualifications:

  • 10 years of experience providing computer systems customer support, including 3 years of supervisory/management and outsourcing vendor management experience.
  • A combination of education and less experience may qualify.



Essential Functions:

  • Organizes, and manages all aspects of I/S Customer Support for a functional area or areas within a line of business or for enterprise-wide systems, applications and hardware, Point of Care, Microsoft Office, desktop and laptop computers, printers and servers).
  • Ensures staff is trained on technology and departmental procedures to support delivery of timely and accurate trouble shooting, problem solving and technical advice to end-users of information systems.
  • Manages Service Level Agreements (SLAs) by monitoring and ensuring acceptable problem resolution in accordance with established service level standards.
  • Ensures all vendor SLA goals are satisfied and that communication is provided if any are trending negatively.
  • Manages problem escalation protocols with other departments within I/S and with vendor partners. Ensure that escalated issues are monitored and brought to a timely resolution.
  • Oversees and manages the administration of the function assigned, including full budget and staff responsibility. Ensures employees receive training, development, coaching, and motivation for effective performance and retention. Ensures vendor
  • Drives the efficiency and effectiveness of the incident management process and recommends improvements
  • Reports SLA and KPI metrics to vendor and or internal management at agreed upon intervals




Knowledge/Skills/Abilities:

  • Strong logic and reasoning abilities to analyze and react to Service Center data.
  • Strong people skills and a desire to interact constantly with others at various levels: subordinates, facility staff, vendors and senior management.
  • Excellent detail skills to manage a high volume, high intensity Customer Support and outsourcing function
  • Excellent verbal, written and presentation skills.
  • Proven management skills to deal with managed service vendor, other managers and staff in complex business situations with little scheduling latitude.
  • Commitment to deadlines and deliverables, with a 'customer first' attitude.
  • Approximate percent of time required to travel: 10%

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Job Requirements

Service Desk Manager 3 Month Contract to Hire Overland Park, KS Brooksource is looking for a Service Desk Manager to join our healthcare client's team to manage the internal customer support call center staff and oversee the delivery and quality of the managed service vendor call center staff overseas. In this role, you'd coordinate the activities associated with the identification, prioritization, and resolution of reported problems within a line of business or enterprise-wide systems/applications. This candidate will need to have experience managing offshore/outsourced teams or resources, ideally have experience helping transition to an outsourced model and establishing best practices and processes. You'd be responsible for ensuring at all phases of help desk support are coordinated, monitored, logged, tracked, and resolved appropriately and timely. If you have experience in the field, and are looking for an opportunity to lead and impact a service desk team, keep reading and apply below! Qualifications: 10 years of experience providing computer systems customer support, including 3 years of supervisory/management and outsourcing vendor management experience. A combination of education and less experience may qualify. Essential Functions: Organizes, and manages all aspects of I/S Customer Support for a functional area or areas within a line of business or for enterprise-wide systems, applications and hardware, Point of Care, Microsoft Office, desktop and laptop computers, printers and servers). Ensures staff is trained on technology and departmental procedures to support delivery of timely and accurate trouble shooting, problem solving and technical advice to end-users of information systems. Manages Service Level Agreements (SLAs) by monitoring and ensuring acceptable problem resolution in accordance with established service level standards. Ensures all vendor SLA goals are satisfied and that communication is provided if any are trending negatively. Manages problem escalation protocols with other departments within I/S and with vendor partners. Ensure that escalated issues are monitored and brought to a timely resolution. Oversees and manages the administration of the function assigned, including full budget and staff responsibility. Ensures employees receive training, development, coaching, and motivation for effective performance and retention. Ensures vendor Drives the efficiency and effectiveness of the incident management process and recommends improvements Reports SLA and KPI metrics to vendor and or internal management at agreed upon intervals Knowledge/Skills/Abilities: Strong logic and reasoning abilities to analyze and react to Service Center data. Strong people skills and a desire to interact constantly with others at various levels: subordinates, facility staff, vendors and senior management. Excellent detail skills to manage a high volume, high intensity Customer Support and outsourcing function Excellent verbal, written and presentation skills. Proven management skills to deal with managed service vendor, other managers and staff in complex business situations with little scheduling latitude. Commitment to deadlines and deliverables, with a 'customer first' attitude. Approximate percent of time required to travel: 10%
Mwt2td5z6kzxt6hfr4z
Sologig Advice

For your privacy and protection, when applying to a job online: Never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.Learn More

By applying to a job using sologig.com you are agreeing to comply with and be subject to the workinretail.com Terms and Conditions for use of our website. To use our website, you must agree with theTerms & Conditionsand both meet and comply with their provisions.
Service Desk Manager Apply now