Manager, Service Desk

T-Mobile Frisco , TX 75034

Posted 2 months ago

The T-Mobile Technology Service Desk Support team is on the cusp of leaping into the next generation of development taking their effectiveness and efficiency to a whole new level and we are seeking a leader who can help spearhead this metamorphosis. This position is suited to a change leader who can help drive continuous improvement in performance and capability by applying creative and objective thinking techniques to solve common and unique challenges.

The Technology Service Desk Manager is responsible for managing a team that provides support for the various business units, systems, and vendors within the T-Mobile U.S., MetroPCS brand, Billing, OSS application layer and an assortment of peripheral systems through basic remote network surveillance and first tier trouble shooting. The qualified candidate will understand how organizations function to accomplish their goals, driving daily objectives of application support and providing the best possible service to the group's dependent thereof. The qualified candidate will interact with Enterprise and Engineering application support teams, market, regional and national departments to assist in developing processes, new tools and planning/scheduling workload execution.

The position requires a solid leader that promotes a healthy work environment, good active listening skills and is ultimately accountable to both internal and external customers for the results his/her team delivers.

Enterprise Core Competencies

Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

  • 5 years work experience in business and/or Information Technology environment required.

  • 5+ years telecommunications or call center experience highly preferred

  • 5+ years Customer Service experience (in any industry) required.

  • 2-5 years of management/lead experience required in IT or related field

  • Strong customer service orientation

  • Possess strong analytical skills.

  • Thorough knowledge of management/leadership principles

  • Proficient knowledge of network topologies, operating systems, hardware and software configurations and trends in technology

  • Proficient knowledge of network topologies, operating systems, hardware and software configurations and trends in technology

  • Technical knowledge of Microsoft products, including Windows OS, Outlook, Exchange, Word, Excel, PowerPoint required

Desired

  • Knowledge of current trends and developments in the area of IAM

  • Good understanding and/or experience applying COBIT, ITIL or NIST frameworks

  • Understand general telecom technology

  • Previous Service Desk management experience required. Advanced knowledge of Incident Management, Problem Management, Request Fulfillment and Knowledge Management is highly recommended.

  • Experience working in a dynamic, fast paced environment where change is the norm, not the exception.

  • Strong analytical and reporting skills.

  • Familiarity with Business Intelligence or Power BI reporting.

  • Management activities include employee recruitment, ongoing performance management, compensation administration, work time approval, education and development, goal setting, and team-building activities.

  • Maintain a high level of employee morale within the team through open communication.

  • Resolve daily issues of complex scope that impact the team and overall business objective.

  • Develop and enhance cooperative interdepartmental relationships and communications of a broad scope throughout the company.

  • Oversee project management; actively participate in budget management, coordinate the development of standards with their peers, develop and issue reports and notifications, help identify trends and recurring issues.

  • Coaches and develops direct reports, fostering a team environment and a culture of excellence. Conducts ongoing coaching and career development with direct reports (bi-weekly/monthly 1-1 coaching, quarterly reviews, quarterly goal-setting, etc.). Promotes rewards and recognition programs.

  • Serves as escalation point for all issues while on shift and verifies relieving managers have the matter in hand when they go off shift. Maintains engagement even when off shift and remains aware of conditions affecting the network on a 24x7 basis unless on PTO or otherwise assigned. Audits and maintains integrity of operations-centric data in all engineering systems including proper closure of tickets/tasks and work-log updates.

  • Ensures compliance with and adherence to all T-Mobile policies and procedures including all internal Service Desk procedures.

  • Promotes fiscal responsibility and actively manages operational expenses (overtime, reward and recognition, training).

  • Ensures that all work stations, displays, and applications, and the general Service Desk environment is maintained or faults are reported in a timely manner to the responsible teams and follows up on the repair efforts.

  • Actively participates and solicits input in identifying and eradicating inefficiencies and low value efforts (waste) in order to drive team effectiveness.

  • Demonstrates management basics-planning, organizing, directing, developing and supervising.

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