Job Description

Job Description

Job Description

Description:

We are seeking a dedicated and experienced Service Desk Manager to join Knight Managed IT Services. Knight MS provides full-service IT support with 24/7 monitoring, in-house help desk, and managed system security. We take care of the day-to-day so our customers can focus on the big picture. The ideal candidate will be responsible for the daily operations of the Service Desk team, ensuring effective service delivery and enhancing the end user's IT experience. This role requires strong leadership skills and a proactive approach to service management.

Summary

Serve as the Service Desk Manager for the Managed Services division which includes direct oversight and daily work distribution of the Service Desk team. In addition, establish effective, proactive, and repeatable service delivery processes that improve the end user's IT experience; the Service Desk Manager will lead, guide, and support the Service Desk team and perform the following.

Essential Duties and Responsibilities

• Lead, Manage, and Develop: Manage the day-to-day operations of the Service Desk support team ensuring quality delivery of IT services including remote and onsite ticket remediation, escalations, ticket closure and staffing allocations; maintain team accountability for performance, attitude, and behavior; and mentor and train Service Desk technicians to ensure a knowledgeable workforce and deep bench of talent.
• Escalations: Serve as a technical escalation point for the Service Desk team providing input, guidance, and technical troubleshooting of tickets; serve as a hierarchical escalation point for the Service Desk, handling customer feedback and escalations; provide after-hours support for escalated customer issues, monitoring/supporting system backup solutions, and planned project support. This includes maintaining relevant industry certifications.
• Service Delivery: Measure and manage key service delivery metrics including First Response SLAs, Customer Surveys (CSAT), support cost, resource utilization, average speed to answer, average handle time, first call resolution, and others, to ensure that all technicians are providing quality service, a sense of urgency, professionalism, timely escalation when needed, and legendary customer services; daily SLA and SLO management to ensure adherence to all service processes, ticket flow, client communications, and quality of service throughout the ticket lifecycle; draft policy and procedures to solve problems or increase efficiencies.
• Knowledge Management: Manage and maintain the completeness and accuracy of IT Glue knowledgebases, SharePoint, and other documentation platforms.
• Vendor and Tool Management: Manage the functionality and efficiency of tools to enhance service quality, client satisfaction, and internal company objectives. Tools include ConnectWise Manage, ConnectWise Command, Datto, Acronis, and other support tools, including working with vendor support to resolve issues.
• Project support: Coordinate, support, and perform managed service client onboarding including reviewing and verifying credentials, minimum support expectations, contract expectations, signing off on support go-live, and hosting customer service meetings.
• Strategic Planning: Align Service Desk objectives with department, division, and company vision and strategic plans; regularly assess tools and solutions in place; recommend replacement of or additional tools to increase efficiency and service delivery; participate in vendor demonstrations of tools and provide input for tool evaluations; and attend conferences.

Primary Objectives:

• Collaborate with the CIO, IT Directors, Technical Project Managers, and the MS Sales and Admin team to approve and assure your team's ability to execute prior to submitting delivery expectations for new client onboarding, new or ongoing project work while meeting the daily demands of the service desk support services.
• Report operational KPI's and progress on regular basis to CIO, IT Directors, and other leaders to include statistical analysis and improvement of action plans.
• Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction, and the application of technologies utilized for supporting customers.
• Manages Service Desk supervisors to ensure prioritization, and escalation of incoming Service Desk tickets to ensure compliance with Service Level Agreement (SLA).
• Participate with Managed Services leadership team defining, aligning, and executing on organizational objectives as they align with company vision.

Supervisory Responsibilities

Directly supervises the Service Desk Team, including Technicians, Engineers, Leads, and Supervisors. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Consult and gain concurrence with leadership on matters related to employee discipline to ensure actions are aligned with KOS culture keys.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor's degree in Information Technology, Computer Science, or related field; proven experience leading a technical services team; 5 or more years of Service Desk-related experience; or equivalent combination of education and experience.

Licenses/Certifications:

Current MCSA, CCNA, CompTIA Security or Network Certification, or Support Center Manager Certification or higher are preferred.

Core Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Integrity & Trust, Ethics & Values - Decisions and actions consistently reflect KOS core values; practices honesty / fairness in all decisions; adheres to highest standards of business ethics.

Customer Focus - Provides excellent customer service; perpetuates the theme that customer satisfaction is everyone's responsibility.

Team Player, Peer Relationships - Cooperates willingly with others to achieve results; takes ownership and responsibility for own role and performs assigned work; can quickly find common ground and solve problems for the good of all with a minimum of noise.

Job Related Competencies:

Communication – Keeps manager(s) apprised of progress on tasks and notifies him/her of any problems.

Flexibility – Demonstrates ability to handle multiple tasks effectively; available for overtime to meet project deadlines.

Acceptance of Authority – Freely accepts direction, training, and constructive criticism from supervisors.

Initiative – Offers suggestions to improve processes; strives to increase skills and competencies.

Quality – Exhibits thorough job knowledge and technical ability; consistently provides quality, error-free work in accordance with deadlines.

Self-Accountability – Capable of operating autonomously to achieve expected results; ensures commitments are consistently met; seeks out training to enhance skills.

Attendance – Conforms to company standards on attendance and punctuality.

Attitude – Always professional in appearance and demeanor; openly supports company's products and mission; anticipates potential problems and takes action to prevent.

Customer Service – Attentive to the needs of clients and co-workers (i.e. sales and service); responds quickly and thoroughly to questions and concerns; manages customer conflict.

Attitude Toward Criticism – Uses constructive criticism.

Confidentiality – Earns trust of co-workers and supervisors by maintaining confidentiality of company and client information.

Planning – Develops objectives and plans of action by prioritizing tasks.

Problem Solving – Demonstrates analytical ability to gather facts and develop solutions; judgment is sound and timely; anticipates potential problems and avoids or resolves.

Adaptability – Capable of working under constant interruptions.

Administration – Paperwork is completed accurately and in a timely manner.

Written Communication – Able to write clearly and succinctly; articulates messages that have a desired effect.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft Office Suite (Word, Excel, Outlook). Microsoft Access and E-automate software a plus.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

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