Service Desk & Support Manager

• Manage service desk team members and understand overall service desk objectives, as well as the role and function of each team member.
  
• Manage the dispatch process of service requests to ensure full utilization of resources.
  
• Manage the team's development by ensuring that daily tasks and activities align with their career interests.
  
• Assist the service desk team in design and development tasks.
  
• Improve usage of Support resources and increase the productivity of the team.
  
• Conduct performance evaluations and mentor those with less experience.
  
• Develop training programs to develop and refine the skills of the service desk team.
  
• Facilitate regular service desk team meetings and service board reviews.
  
• Document internal processes and procedures related to duties and responsibilities.
  
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
  
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
  
• Perform customer follow-up to verify final resolution and determine satisfaction level.
  
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
  
• Provide accurate reports and metrics to company management on the status of delivering Service Level Agreements across all clients.
  
• Identify areas for improvement and make constructive suggestions for change.
  
• Continually seek opportunities to increase customer satisfaction.
  
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
  
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
  
• Develop in-depth knowledge of the service catalog and how it relates to customer's needs.
  
  

Benefits