IT Service Desk Manager

1. Title and Introduction

Job Title: Service Desk Manager

Department: Managed Services

Time Commitment: Full-time

Reports To: Chief Operating Officer

FLSA Status: Exempt

Location: Bellefontaine, OH

Approved By/Date:

2. Summary

The Service Desk Manager is integral to building the team and environment necessary to consistently resolve tickets within SLA, while simultaneously delivering superior client experiences.

3. Essential Duties and Responsibilities

Essential Duties and Responsibilitiesinclude the following:

• Ensure consistency of operations 24x7x365 to respond and resolve tickets within SLA
• Establish and maintain a productive team environment
• Ensure the adoption and consistent execution of ITIL process and procedures
• Act as Incident Commander for Priority 1 issues
• Hire, train, coach, develop and retain successful employees
• Address performance concerns timely and respectfully
• Provide accurate reports and metrics to company management
• Report to senior managers on any issue that could significantly impact the business
• Represent the Service Desk at meetings

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Additional Duties

• Brief Service Desk staff on changes or deployments that may affect volumes, response times or response procedures
• Identify areas for improvement and make constructive suggestions for change
• Regularly review and update service documentation
• Facilitate regular Service Desk team meetings and Service Board reviews
• Enter time and expenses in ConnectWise; review and approve team member entries
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
• Recommend and lead the adoption of best practices for ticket taking and resolution

4. Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Soft Skills:

• Experience delivering support services to multiple companies or departments
• Performance management – objective setting, feedback/coaching and development
• Process orientation with familiarity or certification in ITIL
• Familiarity with Contact Center set-up, reporting and measurement
• Exceptional analytic and problem solving skills
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Familiarity with ConnectWise PSA
• Six Sigma or Lean training/certification
• Self-motivated with the ability to work in a fast-moving environment
• Ethical business practices

5. Supervisory Responsibilities

This position has direct supervisory responsibilities of Tier I and II Support Desk Technicians.

6. Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

7. Compensation

This is an exempt position. Compensation includes a base salary commensurate with experience and participation in the company’s bonus program.

8. Equal Opportunity Employer

NetGain Information Systems Company is an Equal Opportunity Employer.

Job Type: Full-time

Salary: $60,000.00 to $90,000.00 /year

Experience:

• IT Service Management: 2 years (Preferred)

Location:

• Bellefontaine, OH 43311 (Required)

License:

• ITIL (Preferred)

Application Question:

• Have you worked in an MSP or multi-client support environment?

Additional Compensation:

• Bonuses

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Signing bonus
• Paid time off
• Flexible schedule
• Professional development assistance
• Other