Manager, Service Desk

NexusTek is a national, full-service provider of IT solutions to SMB organizations. We excel in tackling the complexities of partially and fully outsourced IT, voice system implementation, cloud enablement and migration, document management, data back-up and protection. At NexusTek, we never forget that even though technology changes, demonstrating integrity never does. We are proud of our past, excited about our future, and confident of our continued success.

We are seeing a Manager, Service Desk responsible for exceptional client end user experiences by being responsive, helpful, and thorough in their handing of inbound reactive break fix issues.

Essential Functions and Responsibilities:

• Motivate the Service Desk Team through performance coaching, career planning, and setting goals and objectives.
• Manages inbound call queue and engineer live answer performance.
• Perform one-on-one meetings with Service Desk Engineers on regular basis.
• Prepare agenda and conduct regular Service Desk Team meetings which include a discussion of utilization metrics, training, unresolved tickets and departmental and/or Company updates.
• Make recommendations for training, internal processes, reporting and employee engagement.
• Follow-up with dissatisfied customers to ensure the issues are resolved.
• Manage incidents with regional data centers as needed in collaboration with Cloud Operations.
• Provide support backup on the telephone and/or tickets as required during times of high call volumes, major incidents, or after-hours on-call rotation.
• Assign work hours, on-call rotation schedules, approve time card entries, and review client invoices.
• Collaborate with other managers to ensure operational efficiencies and consistencies.
• Define, monitor and maintain appropriate metrics to ensure excellent and timely customer response.
• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide impressive service.
• Build a strong relationship with the Sales Team to increase support of service agreement levels.
• Deliver and exceed all team performance targets and objectives.
• Maintain a high level of technical knowledge on all solutions offered by the Company.
• Delegate projects and tasks to the Service Desk Engineers as required.
• Ensure that all assigned projects and training requirements are completed in a timely manner.

Qualifications:

The candidate must possess a relevant combination of education, experience and training that demonstrates the knowledge, skills and abilities to perform the essential functions.

• Experience in leading a team to provide exception customer experiences
• Experience in a technical support related position at a Tier 2 or higher level

Pay and Benefits:

Our competitive pay and employee benefits program reflects our commitment to attract, motivate, and retain the highest quality and most competent employees. Our employee benefits program includes PPO and HMO medical, dental, vision, life insurance, FSA, 401K Plan and generous paid PTO and holidays.