We're a national technical builder specializing in complex, sustainable projects that utilize our in-house expertise and passion for measurable results.
The service desk manager’s role is to oversee IT service desk personnel and ensure that end users are receiving the appropriate technical assistance. This includes the responsibility of managing the procedures related to prioritization and resolution of incidents, including the monitoring, tracking, and coordination of help desk functions. The service desk manager is also responsible for ensuring high levels of customer service quality and availability. The service desk manager’s role is a hands-on position that will require technical abilities to understand the service desk application, conduct analytics, and develop some solutions using programming.
Set and manage client expectations while providing excellent customer care, seeking feedback and conducting follow ups.
Manage the overall service desk activities and staff.
Evaluates customer service delivery performance, identifies trends, and implements improvements to the customer service experience.
Manage the processing of incoming requests to the Help Desk to ensure timely and effective resolution of end-user issues.
Perform staff scheduling to ensure support during business and extended hours.
Resolve complex and/or escalated customer issues utilizing process knowledge and effective communication, follow ups, negotiating and problem-solving skills.
Oversee solutions repository and ensure top quality solutions are available to the staff.
Develop strategies for improving service.
Communicate service events and outages to the organization.
Developing and managing Service Level Agreements (SLAs) to establish request and problem resolution expectations and timeframes.
Maintain and improve service quality and measuring customer satisfaction through quality standards and measurements.
Solve problems and make decisions relative to service management.
Collaborate with other areas to identify solutions and to prepare the service desk team for application, system and hardware releases or rollouts
Monitors the queues and tickets to follow up with the assigned personnel and their leaders to ensure timely resolution to problems.
Overseeing Incident, Problem, Change and Knowledge management processes.
Train team on procedures, issue ownership, customer satisfaction, and call quality techniques
Own the service desk platform, kiosk application, service portal and web application
Participate in leadership meetings for collaboration and status reporting
Strong knowledge of office 365
Strong knowledge of IT Service Management practices and principles, and implementation of ITSM programs.
Strong understanding of multi-tiered application support
Solid knowledge of Windows 10 and Windows Server
Solid Knowledge in all cloud applications the company supports
Demonstrates excellent time management skills
Strong analytical skills.
Demonstrates strong organizational skill and attention to detail.
Strong understanding of business process modeling.
Strong knowledge of service desk platforms, APIs, and system design and system customization.
Proficient programming abilities in any current programming language (power shell, .Net, Json, XML, etc.).
Ability to define and develop foundational components of a Service Desk - metrics, process, organization, tools, skills.
Utilize ITIL based standard operating procedures, key performance indicators (KPIs), and reports to provide visibility to service desk performance and quality.
Ability to analyze metrics and statistics to identify trends, contribute to avoidance tactics, and provide appropriate support.
Proficiency with Power BI preferred.
Excellent communicator, high-energy, positive attitude, and an aptitude for professional growth
Must be able to provide exceptional client service.
Must possess excellent communication skills (written and oral) -- in person and on the phone, including effective listening and interviewing skills.
Ability to react quickly and efficiently to high pressure situations
Expert in troubleshooting and root cause analysis
Must be able to motivate others and work cooperatively in a group to achieve common goals.
Team player, accepts & seeks feedback
Interact professionally with other employees, customers and suppliers
Ability to effectively manage multiple conflicting priorities and deadlines
Flexibility to travel and work after hours or weekends, if needed.
Bachelor’s degree in Computer Science or related field.
ITIL Foundation certification preferred
3-5 years of Service Desk experience including incident management systems required.
3-5 years supervisory experience required.
Demonstrated ability to lead teams, gain consensus, and move teams toward a shared vision.
Experience using a ticketing system such as Samanage, Service-Now, or Remedy
Richmond, VA DPR Construction is seeking a safety manager, to…
Request for Talent
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