Senior Manager - Service Desk Management

Oversee 100% of the requests, incidents and problems. Manages
and coordinates urgent and complicated support issues. Act as escalation point
for all requests and incidents. Develop and mature phone/ticket escalation
processes to ensure free flowing escalation and information within the
organization. Determine root cause of issues and communicate appropriately to
internal and external customers. Train, coach and mentor Service Desk Specialists (Level 1 /
2) including career development. Oversee staff activities. Builds/obtains (from
other departments) training material for support staff. As needed, schedule
employees working times and provide backup support. Interact with internal and
external customers. Provide data and reporting of KPI’s and trends to IT
department and others in ad-hoc, weekly, monthly and as needed. Will drive
Ticket Deep Dive and develop strategies for improvement. Work to make Service
Desk the single source of truth and service delivery channel for IT. Monitor
and manage phone queue (participating in escalated calls as needed). Oversee Solutions repository and ensure top quality solutions
are available to the staff. Develops Service and Business Level Agreements to
set expectations and measure performance. Develops an effective and workable
framework for managing and improving customer IT support in the organization.
Advise management on situations that may require additional client support or
escalation. Manage process for communicating outage/emergency activities
to the organization. Manage vendor relationships as it depends on daily
operational needs. PO review and approval/budgeting responsibility. Review
survey feedback to improve services, tools and support experience. Keep
confidential all applicant, client, and verification and company proprietary
information. Attend Change Advisory Board meetings