Service Desk Manager

BASIC PURPOSE

The Service Desk Manager will play a pivotal role in overseeing and optimizing the day-to-day service delivery process within our Managed Services Department and help Create Raving Fans of co-workers and customers alike. The Service Desk Manager will collaborate with other department managers, take ownership of various service processes, and contribute to the overall success of our managed service offerings. The person in this role must be self-motivated, tenacious, display excellent customer service skills, work in a team environment, and be able to solve problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage the daily operations of the Managed Services department, working with the Service Coordinator to ensure operational efficiency and accurate team scheduling.
• Monitor performance again Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to ensure company standards are met.
• Oversee the end-to-end service ticket lifecycle, ensuring timely resolution and proactive management.
• Enforce Standard Operating Procedures (SOPs) regarding ticket documentation, ensuring all notes and time logs are recorded, logged, and tracked accurately.
• Manage and provide guidance to Help Desk technicians to ensure high-performance standards.
• Collaborate with the Director of Operations (DoO) to manage and optimize the escalation tier.
• Maintain accurate customer information with the PSA program.
• Act as the client liaison by providing insight to active service issues, as needed.
• Maintain high levels of customer service and technical proficiency through ongoing professional development and educational workshops.
• All other duties assigned.

BEHAVIORAL COMPETENCIES

• Communication: Excellent verbal communication and written skills. Effectively listens to and understands others; clearly conveys one's thoughts and ideas. Answers questions quickly and to the point.
• Composure: Works well under pressure and in stressful situations. Able to multi-task and adapt to change in a fast-paced environment.
• Customer Focus: Strong customer service skills; must possess a "can do" and team-oriented attitude. Responds with a sense of urgency, solicits feedback to improve service, responds to requests for assistance and meets commitments.
• Ethics/Values: Works by UDI's core values.
• Initiative/Action Oriented: Acts on priorities, problems and opportunities to achieve individual results in a proactive and timely manner.
• Integrity/Trust: Is accountable and maintains the confidentiality of UDIs corporate data.
• Interpersonal Skills: Works well with others; builds relationships; uses diplomacy and tact; works effectively with the management team and respect differences of opinion.
• Planning/Goal Setting: Plan, organize, and set goals.
• Problem Solving: Solution-driven, flexible and creative in problem solving.
• Self-development: Strong commitment to ongoing professional development.

KNOWLEDGE, SKILLS, ABILITIES

• Attention to Detail: Pays attention to details and follows procedures to ensure accuracy in the entry and reporting of data.
• Problem Solving: Identifying problems and reviewing related information to develop and evaluate options and implement solutions.
• Judgement and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Language Comprehension and Expression: Ability to respond effectively to the most sensitive inquiries or complaints.
• Managing Change and Flexibility: Ability to multi-task while setting appropriate priorities to achieve goals. Includes ability to adapt to changes in the work environment, manage competing demands and be able to deal with frequent change, delays or unexpected events.
• Organization: Ability to plan and organize; including the ability to anticipate tasks, set priorities, and meet strict timelines under considerable changes in priorities at times.
• Investigative/Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Responsibility and Accountability: The ability to meet commitments made to yourself and others; keeping the promises you make, and acknowledging and accepting the choices you have made, the actions you have taken, and the results they have led to. Take personal responsibility and ownership for adhering to all company policies and procedures while also completing work timely and in accordance with performance expectations.

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent
• Minimum of 2+ year of professional customer service experience in a technology environment.
• Proficient in the use of Microsoft Business Applications (Word, Adobe, PDF, Excel)
• Knowledge of PSA or similar system.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Ability to work in a fast-paced, team environment.

PHYSICAL REQUIREMENTS

• Physical Activity Level: Sedentary physical activity performing non-strenuous daily activities of administrative nature.
• Physical Demands: Able to lift, carry, pull, or move objects up to 25lbs in weight. Substantial movements (motion) of the wrist, hands, and/or fingers in a repetitive manner. While performing the duties of this position, the employee is regularly required to talk, hear, stand, walk, sit, reach with hands and arms, climb or balance, stoop, kneel, crawl, and drive.

WORK ENVIRONMENT

Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. Moderate noise (examples: copiers, computers and printers, etc.) Typical schedule is Monday through Friday with regular working hours; occasional overtime and weekend work required.