IT Help Desk Manager
|Description:||Manage the performance of Level 1 (severity1) and Level 2 (severity2) services and support to clients (internal and external) and ensure that service levels are achieved. Responsible for ensuring the service desk staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service (24X7, 365 days per year) and business requirements. Manages process for communicating outage/emergency activities to the organization.|
|Duties:||Central Ownership of Issues and Service Request|
Ultimate responsibility for ownership of all customer incidents or service requests logged. Responsible for tracking and progress chasing of incidents to conclusion and in line with Service Level Agreements (SLAs).
Customer Incident and Escalation Management
Management of critical customer incidents, associated customer communication, activities and any appropriate escalations (in conjunction with Relationship Managers). Provide incident analysis information in conjunction with post-event analysis.
Manage Third Party Suppliers
Manage and collaborate with third party suppliers where appropriate and ensure that their performance and provision of services and quality is consistent with our expectations and enables us to meet our exceed service levels.
Continually measure, monitor and work to drive down incident levels.
Process and Working Practices
Responsible for making sure that working practices and processes exist, meet business requirements, where ever possible are standardized and repeatable and support the Service Desk teams day to day activities.
Service Desk Incident Logging
Identify and implement improvements to the Service Desk incident logging system to provide more effective and efficient service to customers.
Service Desk Knowledge Management
Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to meet service level agreements (SLAs). Responsible for ensuring that the Service Desk has the requisite knowledge to process customer incidents effectively.
Design and implement new services for customers.
Train, coach and mentor Service Desk Specialist including career development.
Oversee daily staff/team activities
Builds/obtains (from other departments) training material for support staff/team
Ensure communication takes place both upwards and downwards across area of responsibility
Strives to make the Service Desk a single source of truth for IT service delivery
Along with other IT leadership members develops an effective and workable framework for managing and improving customer IT support in the organization
|Qualifications:|| College degree|
5+ years experience in successfully managing and coordinating urgent and complicated support issues with a round the clock manufacturing/distributing organization.
Experience working in a fast paced, cross-functional and multi-team environment.
Working knowledge of System Development Life Cycle (SDLC).
Certifications in the following areas highly valued:
o Service Desk Institute/Help Desk Institute (SDI/HDI) Support Center Manager
o SDI/HDI Knowledge Centered Supporting Principles
o Information Technology Information Library (ITIL) Service Desk
Proficiency in computer software such as Power Point, Excel, and IT Case Management systems.
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