Service Desk Manager

Job Summary: The Service Desk Manager s role is to oversee the Service Desk staff and ensure that end users are receiving the appropriate assistance across our offices in the US, UK, Spain and Israel. The Service Desk staff currently consists of one full time Service Desk Analyst with one additional position in the process of being filled and potentially other positions being added in the coming months. This is a very hands-on leadership role. The Service Desk Supervisor will be required to deal with multiple simultaneous support issues individually and in coordination with the other Service Desk Analysts. The position is also responsible for managing the desktop including the base operating system, application awareness and education, application deployment, and patching.

Responsibilities:

• Supervise, train, coach, and mentor Service Desk Analysts
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Manage the processing of incoming requests to the Service Desk to ensure courteous, timely, and effective resolution of end user issues
• Manage the employee onboard / off-board process
• Coordinate and/or perform hands-on fixes at the of the user s desktop, including installing and upgrading software and configuring systems and applications
• Manage and coordinate the deployment of new desktop systems
• Full accountability for asset management for all sites
• Ensure that physical inventory levels are maintained and replenished as needed
• Desktop architecture, research and development
• Management of mobile devices and contracts
• Management of copiers and printers and contracts
• Implementation and management of appropriate enterprise desktop management solution(s) including Service Desk Software
• User account and access management
• Track and analyze trends in Service Desk requests and generate statistical reports
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
• Oversee the development, implementation, and administration of help desk staff training procedures and policies
• Involved in interviewing, hiring, and conducting performance reviews for Service Desk Analysts

Requirements:

• Excellent Customer Service experience.
• Excellent understanding of Help Desk environment including operations, processes, etc.
• Minimum of 5 years of IT experience
• 2+ years of supervisory experience
• Strong knowledge in Windows 8.1, Windows Server 2012 R2, and Microsoft Office
• Strong knowledge of PC hardware set-up and configuration.
• Strong understanding of iPhones, and Android phones
• Strong knowledge of Microsoft Office 365
• B.A. or B.S. in Computer Science, Computer Engineering or other undergraduate degree
• Knowledge in DHCP, SMTP, TCP/IP and DNS
• Active Directory management of users, computers, and groups