Service Desk Manager Job at Confidential Jobs, Cleveland, OH

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  • Confidential Jobs
  • Cleveland, OH

Job Description

Position Description

Sets goals and measures, manages, and coaches team members to achieving these. Nurtures a culture where our internal customers come first. Ensures service desk processes are being consistently followed. Develops career paths, scorecards and ensures employee development across the Service Desk organization.

Responsibilities

  • Review performance and productivity with team members.
  • Set goals and measure, manage, and coach team members to achieving them.
  • Review team performance and productivity with senior management.
  • Monitor call and incident queues to ensure sufficient coverage levels.
  • Perform quality assessments pertaining to both call and incident performance.
  • Conduct Service Desk team meetings.
  • Ensure ITIL processes are being followed. Deliver training to achieve this when necessary.
  • Develop career paths, scorecards, and cultivate employees with the goal of advancement.
  • Design and manage adherence to support policies and procedures.
  • Continually review service desk processes and procedures with an eye towards continual improvement.
  • Ensure appropriate handling of employee relations situations.
  • Coordinate project-related tasks and manage through completion.

Desired Skills and Experience

  • Bachelor's degree is preferred, as well as 5+ years of experience in IT or related field, or a combination of education and experience will be considered.
  • At least 5 years of Service Desk management experience in an enterprise environment.
  • Excellent customer service, verbal and written communication skills required.
  • ITIL and/or HDI experience and certifications a plus.
  • Ability to lift, carry, and place various equipment up to 50 pounds.
  • Position involves being on call 24x7.

Submit a resume today for consideration!

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