Service Desk Manager (102072)

Company Description

The organization's Information Technology requires a team to provide operational and technical support. The role, Service Desk Manager is a key role to lead the teams that provide direct support to the internal and external customers. This role will lead the teams that provide service desk levels I & II support along with IT Service Management leadership. The Service Desk Manager provides oversight of core ITIL based Service Support processes such as Incident Management, Problem Management, Change Management, Configuration Management, and Continual Service Improvement. These are key process disciplines that drive successful delivery of IT services. The include metrics and process management to enable automation and streamlining services. This role is responsible for overseeing the daily operations of a service desk, managing the service desk team, and ensuring that the service desk is constantly developing and improving.

Job Description

• Collaborate on policies and standard operating procedures with IT Managers

• Analyze performance of Service Desk activities to identify any problem areas.

• Appraise Service Desk Analysts’ performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring Manage and coordinate the escalation of urgent and complicated support issues to the correct IT teams.

• Establish new and report of existing progress reports and performance metrics to measure IT effectiveness and productivity. 

• Provide first call support for user or site issues to include Applications Desktop, Wide Area Network, Local Area Network and Telephony functions.  

• Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems.

• Build operational capability.

• Maintain alignment with Global Service Desk on process and tool documentation, management, controls, and improvement/corrective projects.

• Other duties as assigned.

Qualifications

• Qualifications for a Service Desk Manager may include education, certification, and experience. Licensing or Certifications for Service Desk Manager may include ITIL, HDI, V3, MCP, SDI, CSM, II, IAT, ITL, IEC.
• Bachelor's and Associate Degree in Computer Science, Education, Technical, Management, Information Technology, Business, Information Systems, Technology, Performance, Communication Skills for Service Desk Manager.
• Desired skills for Service Desk Manager include ITIL, ISO 9000 Standard service desk practices, experience implementing ITIL / Service Management frameworks, Active Directory, Cloud Services, Computer hardware, Core Networking, and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.
• Desired experience for Service Desk Manager includes planning, organizing, and implementing any new Service Desk standards, managing team performance, providing leadership and mentoring, and using a wide range of tools and techniques to create and provide career planning advice to team and create ¹⁴.
• Collaboration: Effective communication and teamwork skills to collaborate with various teams and stakeholders.
• Problem Solving: Strong troubleshooting skills to diagnose and resolve issues in cloud environments.
• Strong analytical and problem-solving skills.
• Attention to detail and accuracy.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively.

Preferred Experience and Competencies

• Knowledge of one or more cloud platforms, such as AWS, Azure, Google Cloud, or others.
• Familiarity with industry-specific infrastructure standards.
• Exposure to global business structures preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Equus Workforce Solutions is a leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry’s best practices to work by focusing on the development, design, and delivery of demand-driven workforce solutions.

When you join Equus, you can expect extensive learning opportunities and networking programs. But most of all you can expect to make a lasting impact on the lives of others.

At Equus we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. Equus Workforce Solutions is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, age, pregnancy, sexual orientation, gender