Company:
EDI Staffing
Location: Manhattan
Closing Date: 21/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
This position requires 3-5 years of help desk/service desk management experience with an established IT Managed Services Provider.
The role requires a strong leader with a deep background in Managed Services and an interest in leveraging new automation and AI tools to increase capacity, accuracy, and scalability.
Description: The Service Desk Manager (SDM) is responsible for leading the Service Desk team in the delivery of exceptional IT support services to our clients. The SDM ensures that our service desk operates efficiently, adhering to ITIL best practices, heavily leveraging PSA and RMM software to manage and monitor client systems. The SDM is a key point of contact for escalated issues and play a critical role in maintaining client satisfaction and operational excellence, while managing a team of 10 support technician.
Key Responsibilities
Lead and manage the service desk team
Oversee service desk operations, ensuring compliance with SLAs
Serve as the escalation point for client issues
Utilize Autotask for managing service desk tickets, IT Glue for Documentation Management and other MSP standard tools
Monitor and report on service desk performance
Optimize Service Desk Workflows to maximize Tech efficiency and customer experience
Create Help Desk SOPs and operating procedures to ensure consistent service delivery
Monitor, detect and propose solutions for repeat service desk problems to limit reoccurrences
Implement continuous improvement strategies
Provide technical support backup and guidance for complex issues
Requirements:
Experience:
Minimum of 5 years of experience in IT service management, with at least 2 years in a supervisory role
Must have Managed Services Provider Experience
Proven experience using Autotask or ConnectWise and Kaseya for service desk operations
Experience with Autotask PSA preferred
Experience with ITGlue preferred
Education: Bachelor's degree preferred
Certifications: ITIL Foundation certification preferred
Skills:
Strong leadership and team management skills
Excellent communication and interpersonal skills - This is often a client-facing position
Proficiency in Autotask and Kaseya
Strong analytical and problem-solving abilities
Ability to manage multiple priorities and projects simultaneously
Commitment to continuous improvement and client satisfaction
Working Conditions:
Location: Three days onsite at Manhattan office. Two days remote.
Hours: Full-time, with occasional after-hours work as needed given this is IT
Travel: Minimal, but may be required for client meetings or training
Salary $120,000
This position requires 3-5 years of help desk/service desk management experience with an established IT Managed Services Provider.
The role requires a strong leader with a deep background in Managed Services and an interest in leveraging new automation and AI tools to increase capacity, accuracy, and scalability.
Description: The Service Desk Manager (SDM) is responsible for leading the Service Desk team in the delivery of exceptional IT support services to our clients. The SDM ensures that our service desk operates efficiently, adhering to ITIL best practices, heavily leveraging PSA and RMM software to manage and monitor client systems. The SDM is a key point of contact for escalated issues and play a critical role in maintaining client satisfaction and operational excellence, while managing a team of 10 support technician.
Key Responsibilities
Lead and manage the service desk team
Oversee service desk operations, ensuring compliance with SLAs
Serve as the escalation point for client issues
Utilize Autotask for managing service desk tickets, IT Glue for Documentation Management and other MSP standard tools
Monitor and report on service desk performance
Optimize Service Desk Workflows to maximize Tech efficiency and customer experience
Create Help Desk SOPs and operating procedures to ensure consistent service delivery
Monitor, detect and propose solutions for repeat service desk problems to limit reoccurrences
Implement continuous improvement strategies
Provide technical support backup and guidance for complex issues
Requirements:
Experience:
Minimum of 5 years of experience in IT service management, with at least 2 years in a supervisory role
Must have Managed Services Provider Experience
Proven experience using Autotask or ConnectWise and Kaseya for service desk operations
Experience with Autotask PSA preferred
Experience with ITGlue preferred
Education: Bachelor's degree preferred
Certifications: ITIL Foundation certification preferred
Skills:
Strong leadership and team management skills
Excellent communication and interpersonal skills - This is often a client-facing position
Proficiency in Autotask and Kaseya
Strong analytical and problem-solving abilities
Ability to manage multiple priorities and projects simultaneously
Commitment to continuous improvement and client satisfaction
Working Conditions:
Location: Three days onsite at Manhattan office. Two days remote.
Hours: Full-time, with occasional after-hours work as needed given this is IT
Travel: Minimal, but may be required for client meetings or training
Salary $120,000
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