Manager, Service Desk

Job Description
Manages day-to-day Service Desk activities. Assigns work to Service Desk staff, monitors systems performance, and participates in incident and problem resolution as required. Tracks Key Performance Indicators (KPIâs), metrics, and reporting tools to monitor Service Desk performance including: incident resolution; response times and incident rates; escalation and proper resolution of incident requests; and volumes for call, Instant Messaging and e-mail. Identifies problems and takes corrective action. Develops schedules and assignments to ensure Service Desk is appropriately staffed 24x7. Monitors service desk availability and on-call coverage. Provides Service Desk support coverage for technology implementations and projects. Develops and maintains quality end user experiences. Ensures professional, consistent and thorough end user interactions are provided by Service Desk staff. Consults with technology managers and other corporate groups for incident resolution and end-to-end customer service. Communicates major incidents and interacts with technology managers on problem resolution. Provides expert level technology support and guidance and is an escalation point for critical incidents and emergencies. Manages staff, evaluates performance, mentors and plans career paths, approves PTO and training, ensures HR policies are followed and makes recommendation regarding staffing decisions. Performs other duties as required.

Minimum Qualifications
Bachelor's degree. 12 years of related experience with at least 2 of those years in a supervisory or leadership capacity. Domestic and/or international travel may be required. The frequency of travel is contingent on specific duties, responsibilities, and the essential functions of the position, which may vary depending on workload and project demands. Equivalent additional directly related experience will be considered in lieu of a degree.