Service Desk Manager

    • Full-Time
    • Remote
  • Austin, Texas
  • 85,000-110,000/Annually

Service Desk Manager – Remote
The Service Desk Manager provides an important role, as it serves as the point of contact for all issues related to IT. In this critical role, the Service Desk Manager is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and, whenever possible, providing a first-contact resolution for customers.
In addition to these essential tasks, the Service Desk Manager is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and, perhaps most importantly, often service as the face, or voice, of the organization to customers. A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics.
Please review the job responsibilities and requirements below and apply if interested and qualified.

Service Desk Manager Responsibilites:
⦁ Effectively managing, developing, and training the service desk team and evaluating performance.
⦁ Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
⦁ Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
⦁ Contribute to improving customer support by actively responding to queries and handling complaints.
⦁ Provide customer feedback to the appropriate internal teams, like product developers.

Service Desk Manager Requirements:
⦁ The ability to build a cohesive team and to manage people effectively
⦁ A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
⦁ An ability to balance and plan the short-term actions of the team.
⦁ Knowledge and understanding of all relevant industry standards.
⦁ An ability to think critically about systems and make adjustments consistently as needed.
⦁ An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low.

Diversity and Equality:
Infinia Search is an equal opportunity employer, meaning all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We ensure that all individuals with disabilities are provided reasonable accommodation to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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