Service Desk Manager Job at Confidential Jobs, Cleveland, OH

b2FSTXNrZXZVM3VSQlc0VjlPSFo2WTdwaXc9PQ==
  • 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!

Job Tags

Similar Jobs

Class A Drivers

Recent CDL-A Grads - Start Your Trucking Career Job at Class A Drivers

Join to apply for the Recent CDL-A Grads - Start Your Trucking Career role at Class A...  ...and competitive solo pay , youll gain the experience you need to build a successful OTR...  ...Trucking Career jobs in Davenport, IA .Local Truck Driver Wanted - Home Every Day! Driver... 

Cross Country Education

Speech-Language Pathology Assistant Job at Cross Country Education

 ...Our Speech Language Pathologist Assistants enjoy professional autonomy, but they also benefit from the camaraderie of being considered part of the school community and the special education team. They will report directly to a Cross Country Education Speech Language Pathologist... 

CHS Inc

Part Time Hazmat Truck Driver Job at CHS Inc

 ...Summary CHS in Cedar Rapids, IA is looking for a Part TimeHazmat Truck Driver to help us out during our spring and fall busy seasons and...  ...be home daily. You will need a Class A CDL with hazmat and tanker endorsements or willing to obtain prior to employment.... 

CenterCal Properties

Senior Real Estate Analyst Job at CenterCal Properties

At CenterCal Properties, our mission is to create world class retail and mixed-use environments that uplift communities. Located in the dynamic heart of El Segundo, CA, we stand as a beacon of innovation, quality, and inclusivity. We are currently seeking a Sr. Real Estate...

LRN Corporation

Project Manager Job at LRN Corporation

 ...About LRN Do you want to use your Project Management expertise to help people around the world do the right thing? Join us at LRN to...  ...revenue target Coordinating internally with the localization project teams, wherever necessary to ensure project content...