Description:
As the IT Service Desk manager, you will lead the Service Desk with focus on the development of continuous improvement plans, strategic and operational initiatives, and service desk technology solutions to improve overall customer experience.
Accountabilities:
- Manage a service center supported through multiple channels (voice, email, chat, and face to face) • Develop, maintain, and ensure all processes used by the service desk are thoroughly documented, audited, and regularly reviewed/improved.
- Conduct and share results from service and operation performance reviews.
- Promote the service desk within the organization.
- Build a cohesive team that provides a high level of support.
- Ensure proper coverage is handled for both onsite and phone support.
- Manage the queues efficiently to meet the desired service levels.
- Promote a high standard of customer service within the service desk team at all times
- Work alongside the ITSM team to ensure proper communications are being sent to respective stakeholders as needed.
- Ensure customer service is timely and accurate on a daily basis
- Develop and provide management-level reporting, identify the health of the services, areas for improvement and areas of wins.
- Maintain strong customer relationships with other peers in both IT and the business.
- Document and report metrics and tracking the performance of the team.
- Communicate and ensure the team is aligned to the overall Infrastructure/IT strategy.
- Manage external service provider to ensure alignment with internal team and service delivery model Administrative and General Management.
- People management duties, such as hiring, performance management, mentoring, running team meetings, timesheet approvals etc.
- Annual budgeting, ensuring budget tracking through projections and actuals.
- Ensure continuity of the team through cross-training and succession planning.
- Managing the shift schedules, training, and education to support the success of the datacenter operations and each team member.
- Set goals and delivery results – set annual goals for team members using the SMART framework – identity action steps and timelines needed to reach objectives and communicate plans to staff including delegation of work – Track progress to ensure completion of work and set priorities, manage workload for self and staff.
- Plan and facilitate effective meetings, implement changes and new systems or programs within the department • Conduct performance reviews on a regular basis, deliver ongoing feedback and address performance issues – recognize training needs – collaborate with team members to create and implement development plans – embrace continuous learning and self-development.
Minimum Hiring Requirements
- University or College Degree in Information Technology or Business.
- 4+ years’ experience in a Service Delivery/Account Manager role.
- ITIL v3 and/or ITL v4 certification an asset.
- Good oral and written communication skills.
- Good understanding of contact center staffing and forecasting methodologies.
- Provide clear, accurate, and timely updates regarding performance metrics of the Service Desk Team.
- Knowledge of service management frameworks (ITIL).
- Experience creating documentation /strong written and verbal communication.
- Ability to work autonomously.
- Acts responsibly and holds themselves accountable for their performance.
- Treats everyone with respect and is a model of integrity.