Service Desk Shift Manager Layered Technologies

The Manager ? Service Desk is accountable for managing a team of enterprise level specialists to provide superior support of Layered Tech product offerings. The Manager ? Service Desk will ensure the successful, proactive monitoring and support of Layered Tech clients through trend analysis, performance management and day to day support of technical contact center activities. The Service Desk will work closely with the Operations Administration team to improve the client experience through efficient and effective resolution of client incidents and requests.
Job Description

Deliver superior enterprise level client service through professional, comprehensive, and timely communication for all Incidents and Requests for Change
Coach and mentor staff through regularly scheduled performance reviews
Implementation of programs that lead to improvements in support and request process/execution
Management of client and infrastructure monitoring to drive effective and efficient support
Drive improvements within Incident, Request and Change Management
Ensure successful management of daily Service Desk ticket and monitoring duties
Maintain and improve Client Satisfaction ratings

Requirements

Ensure identification, resolution or escalation of client issues according to procedural documentation and training
Ensure the Service Desk is providing and obtaining timely updates to/from relevant parties (internal and external)
Monitor the Service Desk performance as to the management of incidents to resolution in a timely manner via Service Level Objectives
Other duties as assigned

Critical Skills

Previous leadership experience in an enterprise, IT or service provider environment
Ability to quickly adapt to advancing technologies and procedural changes
Ability to coordinate and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment
Ability to work well in team environment
Excellent verbal, written and analytical skills
Ability to lead and manage a support staff
Strong analytical, diagnostic, problem solving and communication skills
Familiarization with Six Sigma and ITIL guidelines and practices
Hands on experience with one or more of the following:
Network and Systems technologies
Network LAN and WAN (STP, Cisco Flexlink, OSPF, BGP, MPLS, QOS)
Logical and physical ATM and Frame Circuitry
Microsoft or Unix server OS
Common web server applications (IIS, .net, Tomcat, etc.)
Cisco routers and Switches
Server Loadbalancers (F5, Cisco ACE, Inkra)
E-genera
Experience with Shell/Perl/Expect/PHP and/or other scripting languages, database administration, and/or web development technologies like HTML, XML, Java desired
Technical certifications in areas of expertise (Cisco, Juniper, MS, ITIL, Nortel, Ciena)
Previous experience with Project Management in a Service Desk environment

Education / Experience

Bachelor?s Degree or equivalent education in related fields / or 5 years? experience in related field
5+ years? experience working in IT Service Provider industry at enterprise level
ITIL Foundation Training / Certification (Certification required for management roles)
Current/Active Certification or previous network and systems experience or associated fields

Location:	Kansas City, MO United States