Manager, Service Desk at Nexus Technologies LLC

Usa, , Japan -

Full Time

Start Date

Immediate

Expiry Date

23 Feb, 26

Salary

0.0

Posted On

25 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Performance Coaching, Career Planning, Customer Service, Technical Knowledge, Incident Management, Team Leadership, Communication Skills, Training Recommendations, Process Improvement, Time Management, Documentation, Cloud Services, ITIL, Virtualization Technologies, Mobile Device Support, Microsoft Office, Networking Technologies

Industry

Software Development

Description

Location requirements 100% remote – work from home Who you are Proactive and independent leader, who is skilled at, and passionate about managing a high performing service desk team through performance coaching, career planning, and setting team goals. You will have a working knowledge of information technology and remote desktop support. You are a skilled communicator on all levels and dedicated to providing top-notch customer service. You know how to: * Motivate the Service Desk Team through performance coaching, career planning, and setting goals and objectives. * Manages inbound call queue and engineer live answer performance. * Perform one-on-one meetings with Service Desk Engineers on a regular basis. * Prepare agenda and conduct regular Service Desk Team meetings which include a discussion of utilization metrics, training, unresolved tickets and departmental and/or Company updates. * Make recommendations for training, internal processes, reporting and employee engagement. * Follow-up with dissatisfied customers to ensure the issues are resolved. * Manage incidents with regional data centers as needed in collaboration with Cloud Operations. * Provide support backup on the telephone and/or tickets as required during times of high call volumes, major incidents, or after-hours on-call rotation. * Assign work hours, on-call rotation schedules, approve timecard entries, and review client invoices. * Collaborate with other managers to ensure operational efficiencies and consistencies. * Define, monitor, and maintain appropriate metrics to ensure excellent and timely customer response. * Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide impressive service. * Build a strong relationship with the Sales Team to increase support of service agreement levels. * Deliver and exceed all team performance targets and objectives. * Maintain a high level of technical knowledge on all solutions offered by the Company. * Delegate projects and tasks to the Service Desk Engineers as required. * Ensure that all assigned projects and training requirements are completed in a timely manner. * Maintain and abide by established department procedures and policies and attend required meetings. * Maintain in-depth product knowledge through continual training and certifications. * Maintain confidentiality of all client, customer, employee and/or Company information as required. * Initiate and maintain accurate and timely documentation of client records, time and expense reporting, or other documents as required by departmental procedures or Company policy. Working knowledge of the following is preferred: * Windows and Windows Server Operating Systems * Microsoft networking technologies and server/PC hardware diagnostics * Microsoft Office * Cloud services such as Azure, Office 365, AWS, Google Cloud * VoIP (ShoreTel, Cisco, etc) * VMWare, HyperV, Citrix or other virtualization technologies * Backup technologies from Datto, Veeam, and others * Mobile device service and support * ITIL, preferred Pay and Benefits This is a full-time position located in the United States and performed remotely. Estimated Starting Salary/Wage Range: Salary is negotiable (The actual salary offered may vary based on relevant factors as determined in the Company’s discretion, which may include experience, qualifications, tenure [for existing employees] skill set, availability of qualified candidates, geographic location, certifications held, and other criteria deemed pertinent to the particular role.  Note that the majority of individuals in the position will fall in the low to mid-level of this scale; the upper end of this pay scale is offered only in exceptional circumstances and/or for unusually qualified candidates.)   In addition to legally required benefits, NexusTek offers a generous benefit package to eligible full-time employees, which currently includes the following: * Four weeks of annual accrued PTO * Seven paid national holidays * Medical, dental, vision options * Company-paid life insurance, short and long-term disability * Voluntary benefits such as critical illness and accident * Voluntary Legal Shield and identity theft protection * Discretionary annual 401k match plan * Generous employee referral bonus plan * Employee Assistance Program * Access to over 90,000+ courses in ADP My Learning * StandOut employee engagement tools * Eligible to apply for a Pluralsight license * Eligible to apply for NexusTek Technical Academy or Leadership Academy We’re happy to provide our comprehensive benefits guide. Each benefit is subject to eligibility requirements as specified in plan documents, and the Company reserves the right to modify the benefits it offers from time to time. Interview Process - Typical interview process for this role: Application Stage - Thanks for showing interest! * Submit your application * Complete the Culture Index Survey offered in the application steps (link to survey also provided below) * Culture Index is offered in 30 languages - select in your native language! * Culture Index Link: https://go.cultureindex.com/p/SgSuGQVIwL2C [https://go.cultureindex.com/p/SgSuGQVIwL2C] Screening Stage - Let's get to know each other! * Our recruiters carefully consider each application. If you are selected to move forward, we will contact you for the introductory screening * 20 min Recruiter screening to introduce you to NexusTek and get to know what motivates you Interview Stage - We’ll dive into your experience more in depth * One-hour interview with Hiring Manager and peer team member (virtual) * One-hour interview with Operations team member (virtual) * References – 3 professional references at least one direct supervisor * You are welcome to request additional conversations with team members you didn’t get to meet during the process NexusTek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws NexusTek participates in E-Verify for all US Employees Please be aware of potential recruitment fraud and fake social media pages. NexusTek will never ask you to pay a fee as part of the interview process. Additionally, we will not ask for your personal banking information until you have signed an employment offer and completed virtual onboarding training and paperwork provided by our HR team. All communications with NexusTek professionals will only be sent from an @nexustek.com or ADP email address and never originate from gmail.com, yahoo.com, or other commercial email services. If you are viewing this job post outside of our website and interested in exploring opportunities, please go directly to our Careers Page: https://www.nexustek.com/nexustek-careers/ [https://www.nexustek.com/nexustek-careers/] or https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=567e686e-7575-49d9-b29f-985e7365f987&ccId=19000101_000001&type=MP⟨=en_US [https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=567e686e-7575-49d9-b29f-985e7365f987&ccId=19000101_000001&type=MP⟨=en_US]

Responsibilities

The Manager, Service Desk will lead a high-performing service desk team, focusing on performance coaching, career planning, and goal setting. Responsibilities include managing call queues, conducting team meetings, and ensuring excellent customer service.