nfrastructure
Senior Service Desk Manager
Buffalo, NY, United States · Senior
Sponsorship not specifiedDetected 3186 days ago
Employee RelationsCustomer SupportLeadershipCommunicationCollaborationProblem Solving
About the role
- This position requires strong problem solving skills and must ensure both operational stability and end user satisfaction.
Responsibilities
- Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the client contract and based on established company objectives.
- Responsible for developing and documenting processes and procedures particularly in a SLA driven environment
- Define internal Service Desk performance indicators for quality assurance in support of customer facing performance indicators and present them to management.
- Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner.
- Supervise Team Leads, assigning duties and preparing and delivering performance reviews.
- Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff.
- Manage resources to achieve objectives and satisfy client requirements; promote cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness.
- Ensures and drives an engaged culture
Requirements
- Provide direction in complex problem-solving situations and participate in direct interaction with technical resources when required.
- Communication skills are a must as the Senior Service Desk Manager will be required to interact with all areas of leadership to further refine, optimize, and transform the Service Desk's ongoing services.
Nice to have
- Bachelor's degree required
- Minimum of 5-7 years of operations experience in combination with five or more years of managing technical personnel required
Benefits
- The Senior Service Desk Manager is responsible for providing exceptional vision and leadership to a team of technology professionals who are responsible for providing end user technology support services.
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This listing is sourced directly from nfrastructure's careers page and normalized into a canonical job model.