Service Desk Manager

at  CannonDesign

If you think your skills, experience and aspirations make you a good match for this position, we encourage you to apply. This position may be filled anywhere in the United States. Preference may be given to candidates that can work in one of the CannonDesign locations.

ABOUT THE ROLE

We are looking for an experienced IT Service Desk Manager to join our team. The successful candidate will be responsible for managing the IT service desk, providing technical support to end users, and ensuring the highest level of customer service to CannonDesign’s over 1,200 users based in United States, Canada and India. Experience building an ITIL framework-based service desk is a plus.

HERE’S WHAT YOU’LL DO

• Manage the IT service desk, including escalated customer inquiries.
• Ensure the highest level of customer service is provided to all customers.
• Monitor and analyze service desk performance and customer satisfaction.
• Develop and implement service desk policies and procedures.
• Establish and refine Service Level Agreements (SLA) for various problem severity levels.
• Establish and report performance metrics to measure effectiveness and productivity.
• Analyze patterns and proactively address recurring problems with other teams.
• Organize knowledge bases for internal team members and customers to address common questions.
• Hire, train and mentor service desk staff as needed.
• Select and optimize service desk ticket system platform.
• Monitor and maintain IT service desk systems and tools.
• Organize and own endpoint asset management for IT hardware throughout the firm.
• Ensure compliance with ITIL best practices.
• Develop and maintain relationships with vendors and other IT teams.