Service Desk Manager

Job Description

Thank you for looking at my job, I'm Tricia Barbier.
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SmartSource, Inc is seeking a Service Desk Manager for a 1-2 year opportunity. Location: Detroit, MI 48223

Role: We are seeking a Service Desk Manager for a 1-2 year opportunity with a good chance to go direct with our customer located in downtown Detroit MI. The general function of this position is to provide assessment, design and operational process consulting for an existing service desk environment. The expected outcome is to provide high quality of service, consistent compliance with SLAs, and measurable performance metrics for our clients. Conduct assessment of tools and make recommendations for improvement utilizing industry best practices (ITIL, HDI, etc.).Essential Focus AreasThe Consultant will be responsible for the review and implementation of a best practice environment, consistent with industry norms for enterprise support teams. The duties listed below are intended only as illustrations of the various types of work that may be performed by a Service Desk. The omission of specific statements of duties does not exclude them from the effort if the work is similar, related or a logical assignment to this consulting role.

• Ensure compliance using established procedures for new and existing statements of work• Ensure Level 1 & 2 analysts achieve successful quality assurance scores• Achieve compliance with all SLAs associated with the assigned client desk(s)• Ensure satisfactory analyst utilization• Ensure compliance with Service Center policy for incident reporting and documentation and all personnel policies as published in the Employee Handbook• Customer Relationship Management• Primary point of contact between account/client management and GSC management; collaborating with Business Relationship Manager, Program Manager, etc.• Identify and implement continuous improvement initiatives on assigned desk• Represent our customer in a positive and professional manner to the Client(s) in all forms of communication• Resolve daily issues of a complex scope that impact the team and overall business objectives• Identify and propose new product/service releases or ideas• Maintain current knowledge of industry trends and potential impact on the support businessOperations• Analyst productivity (queue management, utilization detection and call monitoring)• SLA delivery (daily monitoring and management)• Conduct interviews for new analysts and proactively maintain candidate pipeline; drive efficiency levels• New hire on boarding: equipment set-up, account setup, overview of systems, new hire training - Including training on processes, supported products and service desk tools• Participate in the development of a client Statement of Work including change management, business continuity and communication plans• Participate and assist in driving the knowledge management process, including the use of Knowledge Centered Support (KCS) methodologies as supported• Prepare, analyze and modify staffing plans as required• Track and analyze trends in service desk requests and generate statistical reportsManagement• Manage Support Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off• Conduct performance appraisals quarterly• Provide informal monthly feedback, conduct formal quarterly skills assessment and report progress against goals (includes skills analysis and call monitoring)• Maintain a high level of employee morale and engagement within the team• Team communications• Assist in the professional and technical development of analysts enabling them to set goals, monitor, mentor, coach and assist analysts to deliver quality support• Responsible for promoting teamwork, cross-training employees and succession planning• Lead and participate in projects


Must pass a criminal background check before starting
Bachelors degree in a quantitative or engineering discipline or related field.
Minimum of 5 years varied experience working in the IT Field
1-2 years experience supervising and Managing a Technical Help Desk (Minimum 10 People)
Must be technical!
Solid hands on background with ticketing systems such as Remedy and Heat
Solid troubleshooting background in Windows based environments
Must have excellent communication and customer service skills.

To Be Considered, please send a word resume to Tricia: [Click Here to Email Your Resumé]

Job Requirements


Job Snapshot

Employment Type Contractor
Job Type Information Technology, Customer Service
Education None
Experience At least 3 year(s)
Manages Others Not Specified
Industry Other Great Industries
Required Travel Negligible
Job ID 11563-1
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Service Desk Manager

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