IT Service Manager / Help Desk Manager

IT Service Manager / Help Desk Manager

11 Aug 2024
New Jersey, Parsippany 00000 Parsippany USA

IT Service Manager / Help Desk Manager

Vacancy expired!

DescriptionThe IT Service Manager / Help Desk Manager is responsible for managing the overall delivery of the day to day technical services. The IT Service Manager / Help Desk Manager reports directly to the VP of Technology Services.Specific Responsibilities / Job Duties: Management of a Team of Technicians and Service Coordinators/Dispatchers and their daily workflows Manage Technician Workflow and helping Escalate Tickets that require escalation to other technical support levels Manage Coordinators to ensure tickets are created and routed appropriately based on specific criteria Management of the Service component of our PSA (Connectwise) to develop and deliver weekly reports Act as Liaison / Intermediary / Escalation point between Clients and Technicians Maintaining excellent relationship with clients and ensuring their needs are met Develop Solutions for Service Delivery Challenges including enforcing SLAs, Priority Support, and other initiatives Make recommendations and changes to daily workflow to help improve the level of service we provide on a day to day basis to our clients Addressing and modifying schedules based on unexpected call outs, last minute client requests, or other change of circumstance, whether unexpected or expected. Act as an escalation point for Service Requests from both Clients and Technicians that cannot be solved quickly & ensure escalated these requests are managed properly from end to end Regular review of daily service ticket board to ensure no tickets fall thru the cracks, are reviewed for accuracy, and receive a thorough follow up with sales or L3 support/project lead if necessary. Manage client’s expectations throughout the service request/ticket lifecycle, especially during times where client is experiencing a major issue or multiple system failures Managing technician time schedules to ensure they are using their time effectively Assist coordinators with the daily ticket workflow and schedule Work with Project Lead to ensure we have the appropriate resources scheduled for projects Management of “huddles” at the start of each shift to both motivate and ensure accountability of technical staff members and coordinators Work with 3rd party vendors including other IT companies outside the region as well as 3rd party contractors like cabling vendors to deliver services that help support our clients needs Help with training process for new technicians and clearly what is expected of them in their new role Review of CSAT review system and ensuring we are responding to client’s positive and negative feedback immediatelyTeam Management Responsibilities: The Service Manager’s overall role is manage a team of technicians, technical support coordinators/dispatchers, and project leads to ultimately ensure we are delivering on the promises of exceptional technical support to our clients.Deliverables: Assist with the rollout of a VIP Client System to ensure VIP clients receive priority support and have dedicated team and phone number to call when needing support Clean up our ticket response system and tiered severity levels to meet SLAs Develop a Weekly Report on Overall Service Volume, Issues, and Escalations requiring Senior Management reviewReporting/Hours: The Service Manager reports to the Vice President of Technical Services. The Service Manager works between 8:30am and 5:30pm M-F, however after hours remote assistance may be requiredRequirements Management experience – OR if this person is not an existing manager, some practical explanation as to why their skill set would fit this position. Ability to support multiple technicians in a rapidly evolving environment Understands supporting multiple clients and can multi-task Experience being a technician at some point in their career is nice to have but not required Excellent customer service and presentation skills Exceptional analytical skillsPreferred but not required: MSP (Managed Service Provider) experience Bachelor’s degreeThe ideal candidate has to be someone a bunch of technicians will pay attention to – and can back up strong talk with action.

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Client will not sponsor For immediate consideration, please send an updated resume with salary requirement to Christopher.Ciuppa@rht.com Robert Half Technology matches IT professionals with some of the best companies on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities. Our personalized approach, innovative matching technology and global network with local market expertise help you find the technology jobs that match your skills and priorities — fast. By working with us, you have access to challenging opportunities, competitive compensation and benefits, and training to enhance your skill sets.From philanthropy to environmental stewardship to employee programs, Robert Half is proud to have an active role in the communities in which we live and work. Our company has appeared on FORTUNE’s “Most Admired Companies” list every year since 1998.Download our mobile app to take your job search on the go!Contact your local Robert Half Technology office at 888.490.4429 or visit www.roberthalf.com/jobs/technology to apply for this job now or find out more about other job opportunities.All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.© 2020 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.Salary: $65,000.00 - $80,000.00 / YearlyLocation: Parsippany, NJDate Posted: August 10, 2020Employment Type: Full-timeJob Reference: 02710-0011526524Staffing Area: Technology u0026 IT

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Job Details

  • ID
    JC4559268
  • State
  • City
  • Full-time
  • Salary
    N/A
  • Hiring Company
    Robert Half International
  • Date
    2020-08-12
  • Deadline
    2020-10-11
  • Category

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