IT Service Desk Manager
Company: KGB Communications, LLC
Location: Tucson
Posted on: June 24, 2022
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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
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