Service Desk Manager

Detroit IT; Birmingham (MI); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive pay package

Casual work environment

Growth and development opportunities

Job summary

Detroit IT in Birmingham, Michigan is seeking a Service Desk Manager responsible for overseeing the performance of the Service Desk and maximizing technical resources productivity.

Qualified candidates will have a Bachelor's Degree in IT or related field, at least four years of service desk experience, and the ability to lead a team effectively. The position includes a competitive pay package and opportunities for ongoing development.

Qualifications

• Bachelor’s Degree in Information Technology or a related field from a recognized university, preferred.
• At least four years in a service desk or helpdesk environment and at least 2 in management.
• Experience in managing a team to accomplish common goals.

Responsibilities

• Plan, prioritize, and delegate work tasks for department functioning.
• Ensure compliance with service level agreements and handle escalated issues.
• Guarantee necessary resources and tools for customer service delivery.

Skills

IT service management

Customer service

Team management

Communication skills

Problem-solving

Education

Bachelor's Degree in Information Technology or related field

At least two recognized industry certifications

Job description

Detroit IT provides IT services to businesses throughout Metro Detroit and Southeast Michigan. We provide Exchange server support, Office 365 migrations, ongoing remote support, a fully staffed Helpdesk, managed IT services, and consulting that help businesses run efficiently.

Job Description

Detroit IT is looking for a Service Desk Manager to assume responsibility for the overall performance of the Service Desk and ensure maximum productivity of technical resources.

Job Responsibilities:

• Plan, prioritize, and delegate work tasks to ensure proper functioning of the department.
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Ensure compliance with key partner’s technical certification requirements.
• Oversee Service Desk metrics, and strive for continuous improvement including first call resolution rate.
• Ensure that all service level agreements are met, and SOP and/or processes are being followed. Handle complex and escalated customer service issues.
• Review and resolve customer complaints, and evaluate the need for preventative measures.
• Guarantee the necessary resources and tools are available for quality customer service delivery.
• Ensure that client systems are configured and managed in a way that meets client needs and industry best practices.

Qualifications

• Bachelor’s Degree in Information Technology or a related field from a recognized university, preferred.
• Self-motivated, with a passion for IT and excellent customer service.
• At least two recognized industry certifications, preferred.
• Experience of at least four years in a service desk or helpdesk environment and at least 2 in management.
• Strong verbal and written communication skills.
• Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
• Experience in managing a team to accomplish common goals.
• Experience in gathering insights data from multiple sources and making informed decisions where necessary.
• Ability to meet deadlines and be held accountable.

Additional Information

• Competitive pay package that includes base salary or hourly pay and potential to be included in the company bonus plan.
• A casual and fun work environment.
• Ongoing growth and development opportunities including training, on-the-job experiences, and volunteer opportunities.