Sr. Manager - IT Service Desk/Desktop Support

JOB SUMMARY

The role of a Service Desk, Desktop Support, and DEX (Digital Employee Experience) Manager is responsible for overseeing the IT support functions that ensure end-users receive efficient and effective assistance with their IT-related issues. This position typically includes responsibilities such as managing service desk operations, ensuring adherence to service level agreements (SLAs), and maintaining high levels of customer satisfaction. The manager is also responsible for coordinating desktop support activities, which include the installation, maintenance, and troubleshooting of desktop computing environments.

Additionally, the DEX Manager focuses on enhancing the digital experience for employees by optimizing the tools and processes they use daily. This involves collaborating with various IT teams to ensure seamless integration and functionality of digital tools, as well as implementing strategies to improve user engagement and productivity.

The role requires strong leadership skills to guide and develop the service desk and desktop support teams, ensuring they have the necessary training and resources to perform their duties effectively. It also involves strategic planning to align IT support services with the organization's overall business objectives, ensuring that technology solutions meet the evolving needs of the workforce.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Supervising the Service Desk overall performance. This will include daily monitoring of agreed upon service levels, making sure that all customer issues are resolved within satisfaction.

Manage, lead, and mentor the service desk & desktop support team. 

Champion DEX (Digital Employee Experience) initiatives across the organization

Oversee incident/request management and ticket resolution

Oversee technical issue resolution for end users

Develop & promote DEX use cases with IT/business leaders. Also Monitor and analyze digital experience data

Gather, analyze, and report employee feedback

Recruit, train, and schedule staff

Develop and improve service desk procedures and workflows

Design campaigns to improve digital experience

Develop/implement support policies and procedures

Escalate issues and manage complaints to ensure resolution, Perform complex troubleshooting/escalation

Communicate with stakeholders and IT leadership

Monitor key performance indicators (KPIs)

Audit, document, and ensure compliance with policies

Manage Users across the Enterprise solutions

Manage documentation and knowledge base updates

Collaborate with HR, IT, and leadership on DEX priorities

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

Typically reports to Management. 

Direct supervisor job title(s) typically include: Dir - IT Operations 

Job is directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management). 

Job title example(s) of employees directly supervised: Tech I – Service Desk, Tech II – Service Desk

JOB QUALIFICATIONS: Essential Skills, Abilities, and Example Behavior(s)

DELIVER QUALITY RESULTS: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standards 

TAKE INITIATIVE: Able to exhibit tendencies to be self-starting and not wait for signals; Able to be proactive and demonstrate readiness and ability to initiate action; Able to take action beyond what is required and volunteers to take on new assignments; Able to complete assignments independently without constant supervision 

BE INNOVATIVE / CREATIVE: Able to examine the status quo and consistently look for better ways of doing things; Able to recommend changes based on analyzed needs; Able to develop proper solutions and identify opportunities

BE PROFESSIONAL: Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor 

ADVANCED COMPUTER USER: Able to use required software applications to produce correspondence, reports, presentations, electronic communication, and complex spreadsheets including   formulas and macros and/or databases. Able to operate general office equipment including company telephone system

JOB QUALIFICATIONS: Education & Experience Requirements

A four-year degree or a two-year degree with significant business experience

8+ years of practical experience with Service Management, program management, process development / compliance, and problem-solving skills in the information technology services industry, with an emphasis on Service Management

2+ years of experience providing solutions on telephone and remote technical support troubleshooting hardware and software including PCs, laptops, printers and LAN/WAN

At least 1 year of experience in a high call volume environment (30+ calls per day at the minimum)

At least 6 months of experience performing responsibilities without supervision

At least 6 months of experience handling concurrent or multiple tasks efficiently

Strong oral and written communication skills

Practical experience:

Using office communication tools (e-mail, voice mail)

Using MS Word, MS Excel, and Visio

Technology (network, servers and application)

Human relations skills to select, develop, mentor, discipline and reward employees

Good personal computer and business solutions software skills

Ability to work independently and as part of a team

Ability to create and maintain formal and informal networks

Good organization skills to balance and prioritize work

Good analytical and problem-solving skills

Unsolicited Resumes from Third-Party Recruiters   

Please note that as per PODS policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our Inclusive Diversity values. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that PODS will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.