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

Stanford University

Orthopaedic Spine Deformity Surgeon Job at Stanford University

 ...Department of Orthopaedic Surgery at Stanford University seeks a board certified/eligible orthopaedic surgeon with a medical doctorate degree specializing in **orthopaedic spine deformity** to join the Department of Orthopaedic Surgery at the Associate, or Professor rank on... 

Stretch Lab

Athletic Trainer - Metairie Job at Stretch Lab

We are seeking highly motivated and dynamic Athletic Trainers to join our growing Metairie studio!The ideal candidate will have a love...  ...policies* **Must be available to complete our Flexologist Training Program which includes 20 hours of online tutorials, exam, 2 days... 

Symicor Group

Mortgage Loan Originator - Brown Deer, WI - Job # 3330 Job at Symicor Group

Mortgage Loan Originator Brown Deer, WI Job # 3330Who We AreThe Symicor Group is a boutique talent acquisition firm based in Lincolnshire, IL & Rockport, TX. Our nationally unique value proposition centers around providing the very best available banking and accounting... 

USC

Facilities Assistant, Athletics Job at USC

 ...students, and staff that make the university what it is. USC Athletics aims to inspire champions in competition and in the classroom....  ...of athletics facilities including offices, meeting spaces, training areas, locker rooms, and practice/competition venues, as well... 

Continuum Medical Staffing

Endocrinology Scranton PA Job at Continuum Medical Staffing

(Physician/MD qualifications required) Endocrinology - ENDOCRINOLOGY SCRANTON PA We are seeking a BC|BE Endocrinologist to join a well-respected multi-specialty group. The compensation package includes competitive salary with productivity incentives, bonuses, medical...