Service Desk Manager FireEye
THIS JOB HAS EXPIRED FireEye is the leading provider of next-generation threat protection focused on combating advanced malware, zero-day and targeted APT attacks. FireEye's solutions supplement security defenses such as traditional and next-generation firewalls, IPS, antivirus and Web gateways, which can't stop advanced malware. These technologies leave significant security holes in the majority of corporate networks. FireEye's Malware Protection Systems feature both inbound and outbound protection and a signature-less analysis engine that utilizes the most sophisticated virtual execution engine in the world to stop advanced threats that attack over Web and email. Our customers include enterprises and mid-sized companies across every industry as well as Federal agencies. FireEye is based in Milpitas, California.
Join one of the hottest and fastest growing network security start-ups in Silicon Valley. FireEye is backed by pre-eminent investors Sequoia Capital, Norwest Venture Partners and Juniper Networks and is experiencing explosive growth as it redefines the $20B+ security landscape to combat the next generation of cyber-attacks.
We are looking for a Service Desk Manager to manage the performance of Level 1 and Level 2 services & support to clients and ensure that service levels are achieved or exceeded. They will be responsible for ensuring the staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Oversee and route 100% of the requests, incidents and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately.
Train, coach and mentor Service Desk Agents (Level 1 / 2) including career development. Oversee staff activities and ensure that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules and assignments for 7 a.m. to 7 p.m. on-site coverage. Builds/obtains (from other departments) training material for support staff.
Provide data and reporting from Footprints and trends to IT department managers and others weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT, Tech Ops, Facilities and Business Systems. Monitor and manage phone queue (participating in escalated calls as needed).
Oversee process documentation and ensure top quality solutions are available to the staff. Develop Service and Business Level Agreements to set expectations and measure performance. Assist in maintaining the Service Desk knowledge base for problem resolution best practices. Develop an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional oversight.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
Other duties as assigned.
Internal and External Communications
Education and Experience:
Possess 8-10 years of direct related work experience in customer service and IT operations.
Working knowledge of ITIL processes a plus
Incident, Request, SLM, Change and Configuration management a plus.
Must have Helpdesk ticketing experience. (Experience with Footprints is a plus.)
||Milpitas, CA |
THIS JOB HAS EXPIRED