Service Desk Manager

As the Service Desk Manager, you'll lead a dynamic team of Help Desk Technicians while actively engaging in handling support inquiries. Your role involves providing assistance to customers through phone conversations, face-to-face interactions, and utilizing a ticketing system. You'll play a pivotal part in supporting ETI's mission to deliver outstanding support services, prioritizing first-rate user satisfaction. If you bring a demonstrated history of leadership, technical problem-solving skills, and a genuine passion for building strong relationships

Job ResponsibilitiesIt is essential that you be available, flexible, adaptable, and service-oriented, as you must be able to fulfill the following requirements:
· Team Leadership I. Lead and inspire a team of Help Desk Technicians to deliver exceptional support. II. Foster a positive and collaborative team culture focused on continuous improvement.· Support Operations· Responsible for leadership of Help Desk Technicians, supporting a globa

As the Service Desk Manager, you'll lead a dynamic team of Help Desk Technicians while actively engaging in handling support inquiries. Your role involves providing assistance to customers through phone conversations, face-to-face interactions, and utilizing a ticketing system. You'll play a pivotal part in supporting ETI's mission to deliver outstanding support services, prioritizing first-rate user satisfaction. If you bring a demonstrated history of leadership, technical problem-solving skills, and a genuine passion for building strong relationships

Job ResponsibilitiesIt is essential that you be available, flexible, adaptable, and service-oriented, as you must be able to fulfill the following requirements:
· Team Leadership I. Lead and inspire a team of Help Desk Technicians to deliver exceptional support. II. Foster a positive and collaborative team culture focused on continuous improvement.· Support Operations· Responsible for leadership of Help Desk Technicians, supporting a global workforce.a) Serve as the technical escalation point for the technicians in relation to:b) End user supportc) Software deploymentd) Application support and Remote accesse) Basic TCP/IP, Networking, VPN and WiFi technologies.· Experience with ticketing system to assist in reporting, and identifying issue trends.· Work alongside with other Team Leaders in managing the Incident and Request queues.· Monitor and maintain consistency of Incident and Request prioritization, delivery of service, and follow-up to ensure SLA expectations adhered too.· Work scheduled shifts, and have the ability to work varied hours, days, nights, weekends, and overtime as dictated by business needs or department heads.· Maintain regular and predictable attendance.· Requires on-call availability in rotating 24x7x365 schedule.· Adhere to a specified number of weekends expected to cover on average for on-call and backup, during After-Hours.· Desktop management software and imaging experience.· Experience creating and maintaining technical and end user documentation.· Manage local and firm impacting projects.· Make recommendations to streamline the ITSM Incident and/or Request workflows.· Enable, coach and empower team to make decisions associated with their work.Skills· Experience in leading teams through metrics and servicing.· Significant experience leading, coaching, training and developing teams.· Bring with you a personal drive towards success and growth in both our department and organization.· Proficiency with Microsoft products.· Excellent written and oral communication skills, with the ability to build strong relationships.· Strong customer service and communications skills.· Attention to detail and think logically.Qualifications· Bachelor’s Degree in Business or Computer Science highly preferred· 4 years’ experience in management/supervisory roleo Strong leadership experience· 3+ years’ experience with performing Help Desk support in corporate environment.o Must havesolid Desktop Technical background
· Certifications: HDI Support Team Lead, ITIL, or CompTIA A+TravelFlexibility to travel to other local offices when deemed necessary.Continued Professional DevelopmentOn-the-job learning and short training courses by accredited certification training companies who are approved by IT vendors such as Microsoft (for Windows) and Cisco (for networking).