Job Details

ID #15380187
State Minnesota
City Minneapolis / st paul
Job type Contract
Salary USD $50+ 50+
Source Eclaro
Showed 2021-06-12
Date 2021-05-25
Deadline 2021-07-24
Category Et cetera
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Service Desk Manager

Minnesota, Minneapolis / st paul, 55401 Minneapolis / st paul USA

Vacancy expired!

Service Desk ManagerThis position is located within the Information Technology Services (ITS) department and is responsible for providing leadership and direct day-to-day management to helpdesk staff of technicians that support customers

Typical Duties
  • Manage the day-to-day operations of the ITS helpdesk and its support technicians.
  • Manage staff schedules
  • Define division Service Level Objectives
  • Identify, document and implement improvements to standard operating procedures for the division.
  • Develop, document and maintain formal helpdesk procedures for consistency and increased productivity.
  • Develop, document and promote a customer care philosophy that ensures customer satisfaction.
  • Define, analyze and report on helpdesk performance through statistical and reporting methods.
  • Perform quality control monitoring on helpdesk personnel.
  • Maintain call center application.
  • Perform extensive dashboard and management reporting for the helpdesk as well as the entire ITS department.
  • Act as escalation point for all incidents and service requests.
  • Maintain a training program and documentation for all day-to-day activities associated with the helpdesk.

Minimum QualificationsAny combination of education and experience equivalent to a Bachelor's Degree from an accredited college or university and four (4) or more years helpdesk management experience providing service delivery and support, including two (2) or more years experience supervising a staff of five or more in a helpdesk environment.

Preferred Experience, Knowledge, Skills, and Abilities
  • Degree in Management
  • Experience managing a 24/7 helpdesk operation
  • Knowledge of Windows 10 and Microsoft Office Suite 2016/2019/ProPlus
  • Knowledge of Microsoft M365 services and how to support that type of online service environment
  • Knowledge of Cherwell, and/or ServiceNow, Microsoft System Center Configuration Manager (SCCM) and Service Manager
  • Industry certification – nice to have but not req.

Vacancy expired!

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