IT Service Desk Manager

Company: KGB Communications, LLC
Location: Tucson
Posted on: June 24, 2022

Job Description:

Job DescriptionThe IT Service Delivery Team is in charge of making this happen.The IT Service Desk Manager is the main backbone of the Service Delivery Team, assigning tasks and making sure that all our techs and engineers are working efficiently and scheduled properly to make sure all our work is flowing along nicely and clients are supported.We are looking for a IT Service Desk Manager to work closely with the entire staff to help the team deliver the best results possible and help them grow along the way.DEVELPOMENT/USE OF OUR PSAUse our PSA/Ticketing System to manage and monitor all Client-facing activitySchedule and assign the workload across our Team so they are working efficientlyContinually look for ways to better do what we do with our Ticketing SystemDevelop Service Level Agreement to set expectations and measure performanceMake sure nothing slips through any cracks and if it does, stop it from happening againExtract KPIs and other Reports for the TeamIntroduce and Expand automation of business processes where possibleReview RMM policies to ensure adequate patching and monitoring are taking placeCOMMUNICATION, RPORTING & RISKCreate and be Accountable to Regular Reporting to the Leadership TeamManage client expectations to ensure that the Team can deliver on what is promisedEnsure Root Cause Analysis and Remediation is continually happening for both the Technical Team and Business incidents to avoid them happening in the futureImprove customer service, perception and satisfaction through use of survey analysis Report the utilization of Support resources to the ownerTEAM WORKCoordinate & schedule the Service Team to high utilizationSupport the Team and Clients with any unusual/high-level issues that ariseEscalating any unusual/high-level issues that arise to the proper individualReview equipment purchase requestsLead, Manage & Mentor the Service Delivery TeamManage the well-being of the team by providing regular 1:1 reviews and roadmaps for all individual members of the teamIdentify each Team members strengths and weaknesses and make sure that they are in a position that will make both themselves and the Team thriveCreating, Managing & Improving Training Plans for all Team MembersReview and approve Timesheets & Expense ReportsEnsure Standard Operating Procedures (SOPs) are continually being followed, created & improved to continually deliver better levels of experience to our clientsEnsures that IT asset inventory is accurate and up-to dateOversee documentation repository to ensure solutions and action steps are accessible to the TeamNUMBERS & METRICSIdentify & Lead Initiatives to Improve on all KPIs & Performance MetricsAccountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, Agreement Gross Margins & Team Happiness as well as intangible metrics that align with things such as our Company Core ValuesSKILLS & ATTRIBUTESGreat Communications skills, founded in being a good listenerExperience in Scheduling and Resource ManagementManagement & Leadership Experience of an IT Service Team 2-5 years experienceA deep desire to deliver an amazing Client ExperienceThe ability to speak both Geek and HumanThe ability to keep up with & adapt to the fast-paced IT worldBachelor or Associate Degree in Information Technology or 5+ years equivalent experienceExperience using a Ticketing system and/or PSA ToolSkills in Strategic & Resource Planning with an ability to think and plan aheadExperience handling Technical Service TicketsExperience and knowledge of working with the Microsoft 365 PlatformProfessional IT Certifications such as Microsoft MCP, MCSA or MCSE, CCNA, CCNA Security Network+, ITIL, etc.Experience working for a Managed Service Provider (MSP) or IT Support Business.Valid AZ Drivers licensePERKS We have Health / Dental and Vision allowanceAn easy-going environment and culture (we all enjoy what we do!)Paid time off 7 paid holidaysEmployer contribution to Simple 401 PlanOn the job fuel reimbursementCell phone and internet allowanceProactive Approach to Ongoing Training to help you develop life-long skillsCAREER GROWTHFor someone looking to progress their role, the opportunities for advancement are limitless!SALARY RANGE Range Based on experience and skill: $60,000-$70,000/per yearCompany DescriptionKGB Communications, LLC is a locally owned Managed IT Service Provider that values self-motivated and knowledgeable IT supervisors and technicians. KGB Provides various levels of service to our clients, from VoIP phone systems to network maintenance, management, and security. We conduct business in the most ethical and professional manner; we expect that of all our team members. Our primary focus is delivering friendly customer service swiftly, with expertise and professionalism. KGB has gained the trust and respect of our clients. They know we will do the right thing, while keeping their goals and budget in mind. KGB Communications, LLC is looking for an experienced Service Desk Manager to oversee our client support team in providing exceptional technical and non-technical support that delights our clients. The Service Desk Manager is responsible for recruiting, developing, training, mentoring, and leading the team. The Service Desk Manager is focused on continuous improvement activities to ensure the prompt resolution and reduction in help desk tickets for our company. If you enjoy working with people, problem solving, flexibility and doing the right thing for the client...we would like to meet you!

Keywords: KGB Communications, LLC, Tucson , IT Service Desk Manager, IT / Software / Systems , Tucson, Arizona