Service Desk Manager

Atlanta, GA 30339

Posted: 11/30/2018 Employment Type: Direct Hire Category: IT Manager, Technical Support Job Number: 51704

Service Desk Manager
Summary Job Description:

The Service Desk Manager must have demonstrable leadership skills in a fast-paced environment. Possess forward-thinking strategies and solutions with a high degree of customer-service focus, and excellent communication skills. The Service Desk Manager serves as the liaison between the infrastructure and general operations of the facility. The Manager is expected to have a high degree of technical aptitude over a large scope of IT software, hardware, and networking disciplines.

 

Qualifications:
  • Five (5) plus years’ experience managing people with a demonstrated record of accomplishment of leading a team where customer experience is a priority. Demonstrate advanced interpersonal skills to engage with peers, customers, and senior management
  • Experience working with Operations and business teams to communicate problem impacts and understand business requirements.
  • Proven skills in leadership development and team building.
  • Experience in Procurement, Budgeting, Forecasting, and Asset Management.
  • Ability to communicate technical service-desk subject matter to non-technical clients and team members.
  • Experience with ITSM platforms using ServiceNow.
  • Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
  • Ability to create and deliver presentations.
  • Willingness to work flexible schedule as necessary.

 

Preferred Experience:
  • Bachelor' s Degree in Information Technology, Business, or related field strongly preferred
  • HDI certification strongly desired
  • ITIL foundation certified; Thorough understanding of ITIL best practices and trends

 

Responsibilities:
  • Develop and implement service desk policies, processes, and procedures for the management and support of internal and external customers to include responsibility for effective communication of status
  • Provide management and direction for the Service Desk team according to practices defined in ITIL
  • Establish and meet agreed levels (SLA) of incident resolution and request fulfillment; continually improve the service-desk delivery processes to ensure optimal efficiency of service quality for customers
  • Develop procedures that outline how incidents, requests, and problems are identified, documented, assigned, and managed in the ITSM tools
  • Lead and improve incident and problem management disciplines
  • Responsible for assigning and prioritizing tasks and projects to Helpdesk Team
  • Maintain availability to subordinate staff for escalation questions and to ensure prompt response and timely turnaround of issues and submitted tickets
  • Provide daily, weekly, and monthly reports on key performance metrics related to incidents, problems, and service requests
  • Analyzes performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues
  • Identifies, recommends, develops, and implements programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management
  • Ensures the service desk provides and delivers high levels of support by providing trends, reports, and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement
Apply Online
Apply with LinkedIn Apply with Facebook Apply with Twitter

Send an email reminder to:

Share This Job:

Related Jobs:

Login to save this search and get notified of similar positions.

Posted

  HUNTER Technical Resources Celebrates its 20thAnniversary ATLANTA, GA HUNTER Technical Resources LLC is proud to announce its 20th anniversary as a leading IT staffing and project solutions provider. The company has blossomed from the original dreams of its Georgia Tech founders, growing from a regional company into a national resource for recruiting… Read more »

Posted

IT Staffing

HUNTER Expands Professional Services Offerings with Addition of Patti Dismukes LEADER IN IT RECRUITING TO GROW PROFESSIONAL SERVICES PARTNERSHIP   ATLANTA, GA September 2016 Atlanta-based HUNTER Technical Resources, a leading provider of IT recruiting and staffing services, announces the hiring of Patti Dismukes as Vice President of Professional Services. Patti will grow HUNTER s Professional… Read more »

Posted

Recruiter Quote

What should you expect from your partnership with a recruiter?   CONTACTS – Recruiters are immersed in the hiring process day-in and day-out. They have cultivated relationships with numerous Hiring Managers at major companies and their sole purpose is to match the right candidate with the right role. Partnering with a recruiter makes sure your… Read more »

Posted

IT Staffing and Recruiting

When it s time to navigate a job search choose to partner with an EXPERT! A recruiter or headhunter is someone who spends their days and nights searching for quality candidates in order to create a pipeline of individuals skilled and ready to step in to their next role. As experts at building relationships, recruiters create… Read more »

Posted

New headquarters for IT staffing & recruiting firm

ATLANTA, GA December 15, 2015 Atlanta-based HUNTER Technical Resources, LLC (HUNTER) a leading provider of IT recruiting and staffing services, announces its Atlanta headquarters relocation and expansion. HUNTER s headquarters will move to Glenridge Highlands One, a class A office space located along the bustling GA 400 corridor inside of I-285. The new address… Read more »

Posted

Leader in IT recruiting to help companies meet staffing needs with top talent. ATLANTA, GA September 30, 2015 Atlanta-based HUNTER Technical Resources, a leading provider of IT recruiting and staffing services, announces its expansion into Dallas/Ft. Worth with a regional office to serve the region s growing IT industry. This expansion strategically positions HUNTER to… Read more »

Posted

Atlanta, GA September 16, 2015 – Clint Bailey, Managing Partner of HUNTER Technical Resources, LLC (HUNTER), a leading provider of IT recruiting and staffing services, was honored on September 12, when TiE Atlanta announced the rankings of the 2015 TiE Atlanta Top Entrepreneurs at the TiECON Southeast Conference in Atlanta. This recognition honors company… Read more »

Posted

ATLANTA, GA April 14, 2015 Atlanta-based HUNTER Technical Resources, a leading provider of IT recruiting and staffing services, announces its expansion into Austin with the opening of a regional office to serve the area s growing IT industry. This expansion strategically positions HUNTER to better serve new and existing clients throughout Texas and the Southwestern… Read more »

Posted

ATLANTA, GA December 1, 2014 Atlanta-based HUNTER Technical Resources, a leading provider of IT recruiting and staffing services, has announced the expansion of their regional office located in Denver, CO. In response to continued strength in the information technology job market, HUNTER is growing their U.S. footprint to better serve their existing Denver, West… Read more »