Service Desk Manager

alliantgroup, LP is currently experiencing explosive growth! As a national consulting firm focused on being the voice to the middle market, our mission is simple: Strengthening American businesses. How do we do this? We hire the brightest talent with the most diverse backgrounds who are passionate about making a difference. It's fun to work in a company where people truly BELIEVE in what they're doing!

Service Desk Manager

alliantgroup's IT Service Desk team is looking for an energetic individual that has a passion for leading a team responsible for providing outstanding client service! As a Service Desk Manager, you will be responsible for managing a team that is responsible for performing various tasks relating to the direct support of end users of Information Technology systems and services, via phone, remote computer access and in person. The Service Desk Manager is responsible for training, leading, monitoring calls for quality, meeting SLAs, handling any escalations and ensuring a successful Service Desk Operation.

Our Service Desk Manager will:

• Train and lead the Service Desk Team with a variety of skillsets

• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.

• Understanding of the strategic vision for the service desk and the ability to set the short and long-term direction of the team.

• Knowledge and understanding of best practices for service management.

• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.

• An ability to think critically about systems and to adjust consistently as needed.

• The ability to manage time effectively while setting the tone of the team through modeling and leadership.

• Effectively managing, developing, and training the service desk team.

• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

• Conducting and sharing results from service and operation performance reviews.

• Promote the service desk with senior management and working to ensure that it is properly viewed as a core business asset.

• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.

• Acts as a model of customer service excellence to all organizational staff members with emphasis on building strong relationships with our employees

• Manages the Service Desk coverage and staff training to ensure all KPI's and SLA's are met

• Leads the recruitment and hiring of Service Desk Associates

• Monitor client calls and service requests for quality, provide performance coaching and feedback.

• Ensure proper workflow between service desk team members

• Ensures all customer issues, incidents, and problems are raised within our internal ticketing system and reach resolution within customer contractual timelines with a high level of satisfaction

• Takes charge of all major incidents: relaying incident information and ensuring high level of coordination and communication between the employees and Information Technology Team.

• Acts as the escalation point for all issues raised at the Service Desk

• Manages issue escalation to other internal teams to ensure resolution in a timely manner

• Ensures root cause analysis is determined, documented and communicated to our customers for all issues.

• Implement Process Improvements for Team. Recognize, evaluate and identify areas for improvement.

• Ensures global organizational standards based on ITIL principles are implemented into daily Service Desk processes

• Analyzes and reports on all customer issue metrics

• Ensures the continued development of the Service Desk knowledgebase to allow first call resolution with the Service Desk team

• Collaborates with a 3rd party transit rider contact center which handles issues outside the Service Desk purview

• Develops daily, weekly, and monthly reports of Service Desk metrics to ensure compliance with all required SLA's and KPI's

• Attends customer-facing meetings in person and via phone conference to deliver information with confidence and professionalism.

• Contribute to and manage additional special projects assigned by management team.

• Adjusts priorities to respond to pressing and changing demands caused by operational or project situations

• Potential after hours support & On-call rotation; must have internet access from home.

Job Requirements:

• 5+ years of work experience in a Call Center/Service Desk Manager.

• 3+ years' experience managing people in Call Center/ Service Desk practice.

• Personal Effectiveness Ability to communicate, influence, lead and manage self-development and leadership thinking

• Must be detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision.

• Thrives in an environment of multiple shifting priorities.

• Excellent analytical, oral, written, and problem solving skills

• Ability to think strategically, act tactically, and address conflict with others constructively.

• Effective at building trust in relationships with employees and managers.

• Manages different audience needs with a customer-focused orientation.

• Able to work independently and successfully in team environment and interface effectively with senior management.

• Provides ideas and suggestions to support achievement of goals.

• Applies concepts of project management & resource allocation.

• Must be capable of forward thinking to plan for future technology needs and foresee trends.

• Ability and desire to quickly learn new technologies and concepts.

EDUCATION:

• Bachelor's Degree in Information Technology or related field.

CERTIFICATE REQUIRED:

• IT Infrastructure Library (ITIL) certification (minimally Foundation to intermediate preferred)

• MCSA or MCSE is required

• Any Cisco Entry level or Network + certification are a definite plus