Service Desk Manager

at  Lunavi

COMPANY DESCRIPTION

At Lunavi, we believe in illuminating the path forward and helping our customers navigate what’s next. We are innovators who combine the power of human ingenuity and technology to deliver an unrivaled customer experience. We’re a trusted partner for companies looking to digitally transform their business, modernize business applications, solve traditional IT challenges, and extract ROI from technology. Our high-performing teams, deep expertise, and proven processes help to propel businesses forward.

DESCRIPTION

The Service Desk Manager provides daily leadership and direction. The Service Desk manager must be passionate about delivering an exceptional customer experience to external and internal customers. The primary objective is to ensure that our 100% SLA (Service Level Agreement) is maintained by the team, along with developing and growing the processes and workflows.
The team serves as the initial point of contact for Tier I and Tier II support and operates the Helpdesk 24/7. Their responsibilities include providing Tier 1 and some Tier II support, ticketing isolation, troubleshooting, resolution and escalation, data center and infrastructure physical security, monitoring and alerting response, triaging incoming phone calls, conducting system health checks, performing system upgrades/patching, and fulfilling other assigned duties.
This position directly oversees all 24x7 responsibilities, processes, and improvements for the entire 24x7 team, collaborating with cross-functional teams as necessary. This position reports to the SVP of Digital Transformation.

PREFERRED SKILLS

• Understanding data centers, cloud environments, software applications, and networking is highly desired. Experience with VMware, Hyper-V, and Azure is desired.
• ITIL or equivalent certification is preferred
• Project management or training toward project management.
• Experience with integrations of multiple business systems is highly desired.
• Experience supporting server operating systems, such as Windows Server.
• Experience supporting Windows operating systems, including Windows 10/11.
• Experience supporting Linux/Unix.
• Experience supporting MS Office, anti-virus, and backups.

Requirements:

• Strong leadership skills: effectively leads teams, sets clear goals, and promotes a high-performance culture.
• Experience applying ITIL principles.
• 2-5 years of helpdesk or operational experience using a ticketing system, or equivalent education.
• Knowledge of quality improvement programs and processes.
• Familiarity with knowledge base systems is a plus.
• Capable of managing multiple projects and tasks under pressure.
• Excellent written and verbal communication for presenting plans and activities.
• Strong critical thinking and troubleshooting skills for solving complex problems.
• Experience troubleshooting PCs, hardware, and software, and training others in these areas.
• Ability to collaborate with people from diverse technical and business backgrounds.
• Intermediate to advanced knowledge of computer operations, including OS, internet protocols, and networking.
• Strong customer service and problem-solving skills.
• Self-motivated to learn new technology and support methods.
• Ability to clearly explain technical concepts, with excellent communication and customer service skills.
• A team player who works well with individuals of varying technical expertise

• Provide daily leadership and direction for the team, including managing all 24x7 personnel, task assignments, and scheduling resources.
• Develop and maintain detailed documentation of work standards, workflows, responsibilities, and shift schedules.
• Ensure that all documentation, runbooks, etc., are in place for MRR customers, specifically managed customers, as part of the onboarding and change management process.
• Take direct responsibility for reducing all alerts to actionable items, working with the Managed Services Engineering and Lunavi Cloud Platform teams to accomplish this task.
• Be responsible for the ownership and health of technical and non-technical systems, including monitoring, alerting, patching, managed environments, ticketing systems, and others, as requested.
• Assist with existing and new Tier I through Tier III support processes and documentation, including updating the knowledge base.
• Escalate “noise” and trends in monitoring and alerting the Managed Services Engineering and/or Lunavi Cloud Platform teams.
• Ensure that daily 24x7 tasks are completed and validated.
• Manage and improve all Tier I and some Tier II ticketing and phone triage functions.
• Develop and maintain training materials, conduct training to ensure employee growth, and document training completion.
• Be responsible for the new hire training of 24x7 staff and development plans.
• Establish and maintain standard reporting metrics daily, weekly, and monthly to be provided to senior management and/or review such metrics with the Director of Managed Services Engineering and Lunavi Cloud Platform, and provide input and improvement ideas.
• Be responsible for performance evaluations, promotions, hiring, and disciplinary actions as needed.
• Continuously look for process and workflow improvements and work with senior management to implement these improvements.
• Establish individual and departmental goals and milestones tied to performance evaluations and bonuses.
• Collaborate with the Director of Managed Services Engineering on process improvements, changes, and workflows.
• Maintain and emphasize the Lunavi 100% SLA (Service Level Agreement) level of service within the 24x7 team.

Requirements:

• Strong leadership skills: effectively leads teams, sets clear goals, and promotes a high-performance culture.
• Experience applying ITIL principles.
• 2-5 years of helpdesk or operational experience using a ticketing system, or equivalent education.
• Knowledge of quality improvement programs and processes.
• Familiarity with knowledge base systems is a plus.
• Capable of managing multiple projects and tasks under pressure.
• Excellent written and verbal communication for presenting plans and activities.
• Strong critical thinking and troubleshooting skills for solving complex problems.
• Experience troubleshooting PCs, hardware, and software, and training others in these areas.
• Ability to collaborate with people from diverse technical and business backgrounds.
• Intermediate to advanced knowledge of computer operations, including OS, internet protocols, and networking.
• Strong customer service and problem-solving skills.
• Self-motivated to learn new technology and support methods.
• Ability to clearly explain technical concepts, with excellent communication and customer service skills.
• A team player who works well with individuals of varying technical expertise.