IT Service Desk Manager Communispace
THIS JOB HAS EXPIRED The IT Service Desk Manager is responsible for managing and participating in the daily activities of the Communispace Service Desk environment, which provides support for end user client computing, remote access, and IT services at all company locations for our 400 employees.
The IT Service Desk staff consists of 3 Service Desk Analysts, and we are located in Boston's innovation district.
Manages and staffs the Service Desk, and is responsible for team scheduling and resourcing, interviewing and selection, employee relations, training, and performance management of all Service Desk staff.
Coordinates daily work flow and weekly on-call schedules, and continuously monitors ticket queues and escalations to provide proactive service.
Actively monitors all service requests to assure that all incidents and changes are being handled in a timely manner and with high quality customer service.
Reviews Service Desk key metrics to predict incident volume, identify key issues requiring attention, and systemic items that could enhance overall service quality.
Provides real-time analysis of daily incident volumes and customer experience to assure service level objectives are achieved and results communicated to all interested parties.
Coordinates communications to end-users and key customer contacts.
Leads the development of service level agreements and on-going management of service level compliance post-implementation
Keeps abreast with other IT departments on emerging technologies and determines how they can be applied to enhance operational efficiencies or otherwise add value.
Helps identify areas for enhancement and continuous improvement, as well as engages in proactive customer satisfaction analysis and applying feedback to the Service Desk processes and team.
Participate and assist in driving the knowledge management process. Develop and refine all service processes.
Maintain a high level of employee morale within the team, while maintaining a consistently high level of customer satisfaction.
Works closely with IT Project Management for office technology solution implementation and rollouts to all workstations across all ViaSat locations.
Consults with other departments to acquire, modify and implement end-user computing systems that support internal operations in a cost- effective manner, and provide consultative services for end users and department contacts when procurement of end user equipment is required.
Oversees the development, implementation, and maintenance of appropriate documentation and support programs for end-users.
Develops and maintains knowledge base, FAQs, tutorials, help guides, and other educational and training materials provided to end users.
Performs administrative responsibilities for IT procurement, and ensures customer procurement requests for computing hardware, software or mobile devices are handled efficiently and within SLAs.
Skills and Knowledge:
Ability to act with a sense of urgency to ensure customers are served in a timely manner, while exercising initiative and independent judgment within established guidelines and procedures.
Exceptional customer service orientation, with demonstrated ability to build and manage a team that effectively acts as the single point of contact for all user incidents and requests.
Proven ability to develop, document, implement, and ensure adherence to operational procedures and expectations.
Excellent skills in communication both verbal and written, leadership, coaching, team building and problem solving, coupled with a strong capability in Microsoft Office applications for communications and reporting.
A proven track record for building and managing high performing teams.
A proven ability to stay abreast of the latest trends in IT end-user technology.
Excellent technical capabilities in the following areas:
Windows PC administration (Windows 7) within a Windows 2008 server environment as well as Apple MacOS (up to and including MacOS X Lion).
Microsoft Office products
Mobile device management including PDAs from Blackberry, Apple, and Microsoft; as well as Droid-based systems.
Whole Disk Encryption with either PGP or Bitlocker
Security endpoint suites from McAfee and/or Symantec
Excellent understanding of PC hardware, including how each major component affects overall performance.
Excellent understanding of current smartphone and mobile computing technologies.
Demonstrated understanding of Help Desk, Service Desk and Ticketing tools including which products are the best at a given price point.
A working knowledge of Windows Group policies and how they can be used to automate tasks and secure computing resources.
ITIL Foundation Certification desired.
5-10 years management experience in Help Desk, Call Center Operations, Service Desk Management, or Technical Support in a Corporate/Enterprise environment.
The ability to travel 5-10% internationally and domestically for short periods (1 week or less).
The ability to lift at least 50 lb. of equipment.
||Boston, MA |
THIS JOB HAS EXPIRED