Service Desk Manager

Company Name:
Salary period: Annual
The Service Desk Manager coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees and clients with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provide case status updates to management and end-users. Supports and maintains effective relationships with users.Develops, documents and implements standard operatin procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.
Ensures that decisions made to improve the overall customer suport of the Service Desk are continually carried through. Monitors performance of support personnel, reviewing response times, problem logs and trends in problems reported. Monitors implementations for technical correctness for the highest level of customer satisfaction. Recommends strategies and/or hardware/software enhancements to increase employee productivity. Participates in cross-functional problem solving teams. Represents Compucom in a professional manner and communicates effectively with customers and associates. Maintains regular communication with teammates. Manages any personnel or discipline issues that my arise. Controls hiring and terminations as needed. Reviews and approves all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, and annual reviews. Provides training, coaching, and counseling to subordinates for continuous improvement throught the team.Other duties as assigned.
Requires 5 to 7 years of related work experience and Bachelor's degree, technical training or equivalent combination of education and experience. Previous management experience is desirable. Strong analytical, interpersonal and leadership skills required. Employees working on client accounts must possess A+ certification.

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