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Service Desk Manager

Date Posted: 7/29/2021

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Job Description

As IT Service Desk Manager, you will be responsible for providing technical support for all IT related matters, including laptop and desktop hardware, software, peripherals, desk phones and mobile devices. Candidate will be responsible for deploying new tools/services and managing day to day workload of service desk personnel. This individual will be the point of escalation for any service desk related incidents.

This is a hands-on position which requires solid technical background combined with proven customer service experience and a strong management background. This includes the ability to problem-solve and the ability to motivate your team to achieve specific goals. This along with proven leadership skills, communication skills and organizational skills, are essential to perform well in this position.

Ultimately, you must be able to ensure high quality technical support with an on-going focus on increasing the customer experience.

Primary Responsibilities

  • Manage the IT service desk team members and evaluate performance against established expectations
  • Ensure customer service requests (tickets) are handled timely and completely
  • Provide support services to local and remote employees solving issues related to desktop/laptop/mobile, software, hardware and network services.
  • Prioritizes projects and operations tasks effectively to deliver within defined SLA
  • Manage Install, configure and troubleshoot hardware including laptops, workstations, printers, phones, video conference units and mobile devices.
  • Respond promptly to escalations for technical assistance via phone, email and in person as needed.
  • Provides support and communicates appropriately across multiple levels of the organization.
  • Provide input and help to maintain standard operating procedures, best practices and customer service guidelines relating to client services and support.
  • Maintain effective partnerships across the organization, and be able to influence management, peers and project staff through an inclusive style, leadership ability.
  • Set high customer service standards and hold technicians accountable to those standards.
  • Contribute to improving customer support by involving yourself in situations that fall below these standards
  • Establish best practices throughout the entire technical support process
  • Develop daily, weekly and monthly reports (from our systems) to steer productivity and provide results on the productivity of help desk technicians to the management team.

Requirements
  • BS degree in Computer Science, Information Technology, or equivalent proven experience
  • 7-10 years of experience in desktop support in a professional environment is required.
  • 3+ years of experience in managing an enterprise service desk team.
  • Experience in managing various mobile devices and mobile device management software
  • Demonstrates strong customer service focus, analytical, problem solving and teamwork abilities.
  • Experience in deploying and supporting endpoint security and asset management software
  • Sound Knowledge of Active Directory administration
  • ITIL or other standard IT support certifications is a plus
  • Solid technical background with the ability to provide clear and concise direction to the team
  • Hands on experience with IT support desk tools and remote-control software
  • Must be highly customer service focused
  • Must demonstrate strong management skills
  • Requires the ability to respond to information system problems that occur outside of regularly scheduled work hours including evenings and weekends.
  • Must have excellent verbal and written communication skills and interpersonal skills.
  • Must be able to explain technical issues or concerns to non-technical cross functional team members.
  • Mus
    To apply please email your resume to ywest@ledgent.com

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Job Snapshot

  • Employee Type:Full-Time
  • Location:Brea, CA
  • Job Type:I.T.
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:7/29/2021
  • Contact: Blair West (714) 940-5420
  • Pay Range: $120,000.00 - $140,000.00 Annually
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Job Reference: JO-2107-127197