Manager Service Desk Operations
Job Type: Full Time / Permanent
Primary Responsibilities: We are currently searching for an experienced Manager for Service Desk Operations in our corporate Pittsburgh office. This position oversees and supervises the operations of the Firm’s Service Desk operation team that directly interacts with the customers. This manager will ensure customer reported incidents or requests are addressed and managed in accordance with the objectives and service levels of the Technology Department and the Firm.
Essential Duties and Responsibilities: • Oversees assigned IT staff, vendors and associated work in accordance with Department governance guidelines. • Oversees and Manages third party service proving first call resolution services. • Manages and ensures work requirements, priorities, and best use of resources for scheduled operations as well as during unplanned events. • Provides guidance to staff regarding procedures, technical issues, work priorities, and special requests from customers. • Instructs on internal procedures and operating instructions and evaluates effectiveness. • Coordinates with other personnel insuring maximum up-time of all end users. • Supervises and participates in the study of operations, performance metrics and procedures, and recommends changes to improve methods, procedures, service levels, and operational efficiency. • Notifies personnel of problems/changes to operational schedules/service levels. • Prepares statistical and narrative reports regarding operational, vendor, or user activities. • Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service. • Maintains departmental knowledge base, handling quality control and approval of submitted articles as well as identification of new content to be added. • Daily quality control review of completed and outstanding Incidents and Service request with team. Ensure issues are being worked effectively and are on track for timely resolution based on SLAs. Escalate or adjust any priorities as necessary. Ensures ticket details are comprehensive and accurate. • Ability to brainstorm with engineers to come up with solutions improve processes. • Interpret data to detect trends and participate in developing solutions where appropriate. • Ensure staffing coverage requirements are being met. • Manage dispatched support. • Provide off-hours management escalations. • Ensure communications are being maintained with customers. Have managers/directors make appropriate communication when necessary. • Assist with department communications. • Prepare regular reports according to required cycles. • Regular meetings with outsourced provider to ensure continuous training and education and remain current with issues, upcoming changes and events that might impact customer service calls. • Meet regularly with Senior Manager, other IT Management staff.
Required Qualifications: • 3+ years’ of relative experience in a similar capacity. • Bachelor’s degree in a related field a plus. • ITIL or Project Management Certifications a plus. • Knowledge of Issue Management System and ITIL concepts along with Service Desk software. • Previous experience with the use of software and reporting tools such as Tableau/PowerBI. Excel or similar. • Excellent communication skills both oral and written with all levels of clients and customers both in person and via telephone. • Ability to establish and build working relationships by working cooperatively with others. • Learn job-related material primarily through oral instruction and observation. This learning takes place mainly in an on-the-job training setting • Establish and maintain effective working relationships by working cooperatively with others. • Communicate orally with customers, clients, or the public in face-to-face one-on-one settings, or using a telephone. • Observe or monitor people’s behavior to determine compliance with prescribed operating or safety standards. • Use discretion in the handling of confidential data. • Work safely without presenting a direct threat to self or others.
We offer a benefits package that includes; • Medical • Dental • Vision • 401K Program • Pension Profit Sharing Program • Paid Time Off • Paid Holidays