SKILLS AND PREFERRED QUALIFICATIONS:

· Prior experience as an HDI Support Center Manager or HDI Desktop Support Manager preferred

• Familiarity with ITIL frameworks and IT support lifecycle; ITIL 4 preferred
• Experience standing up and/or monetizing a help desk function within an MSP
• Strong understanding of performance metrics like FCR (first contact resolution), MTTR (mean time to resolution), and SLA compliance

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration or a related field
• 8+ years of experience in service desk operation, leading IT support teams and delivering high-quality end-user support in enterprise or government environments
• Experience with ServiceNow and similar service desk ticketing tools
• Proficiency in MS Office applications including SharePoint, PowerPoint, Excel, and Word
• Experience and familiarity with ConnectWise and Salesforce help desk applications

TRAVEL REQUIREMENTS

Travel is generally not required for this role

ROLE SUMMARY/OBJECTIVE

Due to continued growth, we are seeking a National IT Service Desk Manager with a background working in information technology managed services providers (MSPs) in a similar industry. As the National IT Service Desk Manager, you will work closely with staff and customers to help resolve the most difficult and high-visibility events. You will lead a team of 11 service desk analysts and four dispatchers, handling up to 60,000 engagements (i.e., call, email, text, chat) providing Tier 0 - 2 (and select Tier 3) operations support. You will both manage the team, develop processes, procedures and training necessary to serve our customers, serve as a technical point of escalation (as needed), provide high-level technical assistance and supervision to the team, and ensure service and support meet our Service Level Agreements (SLAs). We operate within a ServiceNow ecosystem and leverage DialPad for inbound call management. We also require familiarity with ConnectWise and Salesforce help desk applications.
Currently, we are only considering applicants with previous experience working for a Managed Services Provider in similar roles.

NATIONAL IT SERVICE DESK MANAGER RESPONSIBILITIES:

· Accountable for service desk performance, meeting customer expectations, and driving continuous improvement.

• Develop and implement customer satisfaction metrics to determine how our Help Desk and Field Service Teams are serving our customers
• Manage the National IT Service Desk team’s daily activities, driving the highest levels of performance from each team member. Onboard, train, coach, and mentor team; make staffing recommendations.
• Lead in 360°. Develop agendas, lead weekly recurring team meetings and Ad-Hoc meetings as necessary to disseminate pertinent technical and client information to the department.
• Communicate in 360°. Down to your team; lateral to other departments, up to executive management and each customer. Must have demonstrable customer facing communication experience.
• Conduct monthly performance meetings, mentoring sessions, and individual performance evaluations for the team
• Onboard new customers; brief customers on National IT Service Desk Operations; communicate clearly
• Ensure the team responds to after-hours calls and emergencies meeting customer standards
• Review and approve the team’s daily and weekly time entries ensuring accuracy
• Grow and expand the National Service Desk function for Form 10
• Other duties as assigned or requested

SUPERVISORY RESPONSIBILITIES

Does this job have supervisory responsibilities for staff?

• Yes
• No