Service Desk Support Manager

BrainWorks

United States

On-site

USD 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading company is seeking a Technical Support Manager to oversee Service Desk operations, ensuring high-quality customer support and problem resolution. The ideal candidate will have extensive experience in IT service management and strong leadership skills. Responsibilities include managing the team, developing service level agreements, and enhancing performance through effective processes. This role offers a competitive salary and benefits.

Qualifications

8+ years of enterprise level Service Desk experience.
Strong knowledge of optimization and full utilization of technology.

Responsibilities

Provide leadership and management for the Service Desk Team.
Develop and deliver service reporting and trending for management.
Quickly diagnose and resolve technical issues.

Skills

Leadership

Problem Solving

Communication

Customer Service

Tools

Microsoft O365

Microsoft Active Directory

Mobile Device Management

Job description

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This range is provided by BrainWorks. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$90,000.00/yr - $130,000.00/yr

Additional compensation types

Annual Bonus

Direct message the job poster from BrainWorks

This Manager role is responsible for providing technical oversight and guidance to the Service Desk Teams responsible for handling all IT issues that arise with hardware, software, and connectivity for our client’s employees. It will lead and ensure that the Service Desk Team provides consistent customer support and problem resolution while maintaining quality standards. In addition, this role requires a high level of technical proficiency and requires an individual with executive presence and strong collaborative relationships with key stakeholders.

What you will be doing:

Provide strong leadership and management for an experienced team, fill in with technical expertise as needed, and streamline service desk operations.
Responsible for the development and delivery of service reporting and trending for management covering all processes, especially request and incident management.
Serve as the highest level of escalation for customer problems within the Service Desk Team.
Create service level agreements (SLO/SLAs) and key performance metrics. Ensure SLO/SLAs are being met.
Maintain IT and customer knowledge base.
Develop and maintain end-user self-service support documentation.
Work with team leaders and service desk staff to assess and implement processes and technologies for enhancing performance.
Quickly and effectively diagnose and resolve technical issues related to PC's, mobile devices, printers, networking, video conferencing, etc.
Successfully manage multiple tasks, projects, and responsibilities.

What you bring to the table:

8+ years of enterprise level Service Desk experience including solid team-leading and people management experience.
Thorough knowledge of desktop and application virtualization including solutions from Microsoft O365, SharePoint, OneDrive, Box, Print Servers, Manage Engine, Azure VDI, etc.
Working knowledge profile management tools, application provisioning and patching tools
Comprehensive understanding of Microsoft Active Directory, OUs, MFA, Application and Security policies
Mobile device support for Windows, Android, and Apple
Working knowledge of Microsoft Office 365 administrative tasks including provisioning, permissions, and access modifications
Working knowledge of mobile device management technologies and industry-accepted security policies
Strong knowledge of optimization and full utilization of technology-supported, including a solid understanding of technology capabilities and limitations
Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors
Effective Customer service, leadership, and team motivational skills
Excellent problem solving, diagnosing, and troubleshooting skills
Experience in managing and negotiating complex vendor and services contracts

Seniority level