Job Overview The Service Desk Manager provides timely and accurate response to all incoming incidents, requests, and alerts to the Service Desk. The Service Desk Manager will record information relayed from the customer and the troubleshooting steps performed along with their corresponding results accurately in the ticketing system. The Service Desk Manager assigns, prioritizes, and resolves incidents and requests in an efficient and concise manner. They will also maintain a high first-call resolution rate while exceeding performance metrics and manage a personal queue of open tickets while continually following up to ensure timely incident resolution and customer satisfaction. The Manager will proactively identify and take steps to resolve or eliminate recurring incident types, participate in process improvement and knowledge documentation activities, and increase operating effectiveness. The Service Desk Manager will also have direct responsibility for the Service Desk Staff as well as manage the schedule of a 24/7 service desk.
The Service Desk availability is 24/7 and you may be required to work evenings and weekends and generally as needed.
Qualifications: * Bachelor’s Degree in an IT related field required. Will consider commensurate experience. * Minimum 2 years’ supervisory experience is required. * Minimum 3 years’ experience in resolving customer application hardware and software issues required. * Good analytical and problem-solving skills. * Ability to work effectively both independently with others to achieve team goals. * Ability to log and triage all calls/incidents. * Familiarity with Windows and Window Applications and other PC related software and operating systems. * A strong commitment to customer service. * Good organizational skills and the ability to mult i-task. * Ability to deal effectively with all levels of employees in written as well as oral communications.
Principle Activities and Duties: * Provide support to all Dollar Bank branches and departmental back offices related to but not limited to telephones, desktop devices, virtualized desktops, laptops, ATMs, Video Conferencing, connectivity issues pertaining to the internet, WAN and LAN. * Receive calls from our users/branches/back offices and resolving at the first level of support or triaging issues to our second level support teams. * The Service Desk Manager supervises the activities and personnel associated with providing technical services to users by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and network systems. * Service Desk tool administration and the generation of periodic reports. * Manage the schedule of a 24/7 service desk and operations team. * Ensure that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved. * Create and manage escalation procedures and ensures service levels are maintained. * Selects, develops, and evaluates personnel to ensure the efficient operation of service desk and mainframe operation functions. * Assess need for any system reconfigurations based on request trends and make recommendations. * Oversee development of user guides, and FAQ lists for end users. * Oversee the development, implementation, and administration of service desk staff, training procedures and policies. * Project and maintenance activities including but not limited to User Acceptance Testing, PC Builds and the execution of functional test plans.