IT Service/Help Desk Manager

1 Year ago • All levels

Job Summary

Job Description

The IT Service Desk Manager oversees the IT Service Desk, ensuring timely resolution of computer-related issues and request fulfillment for end-users in a 24/7 environment. Responsibilities include supervising Service Desk Analysts, providing support for computers and printers, scheduling resources, and recommending staffing levels. The manager identifies metrics, collects data for optimal operations, and performs administrative duties. They also identify and document improvements, analyze incident trends, maintain a knowledge database, provide training feedback, and manage location-specific projects. Collaboration with other departments is crucial, along with enforcing IT policies and procedures.

Must have:

Overseeing the day-to-day supervision of Service Desk Analysts.
Providing support and maintenance for computers and printers.
Scheduling IT Service Desk resources.
Identifying metrics and collecting associated data.

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Job Details

The IT Service Desk Manager is responsible for the supervision, management, maintenance and coordination of centralized IT Service Desk resources to ensure the timely delivery of a superior customer service experience handling computer-related incident resolution and request fulfillment to end users firm wide in a fast paced 24/7 environment. Responsibilities include:

Overseeing the day-to-day supervision of the firm’s Service Desk Analysts to provide quality customer service to all of the firm’s staff in support of the firm’s IT Service Desk.
Supervising the DC Service Desk team.
Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved).
Scheduling the firm’s Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment.
Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.
Providing career development guidance to staff and recommending training paths.
Identifying metrics and collecting associated data to ensure optimal Service Desk operations.
Performing administrative duties related to the processing of all leave requests, timecards, and annual reviews in a timely manner.
Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution.
Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues.
Reviewing, editing, and maintaining support services knowledge database.
Providing feedback to the Training Manager to ensure training programs meet the needs of the firm’s end users.
Supervising planning and management of location specific projects, i.e., laptop replacement.
Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed efficiently.
Supporting, upholding, and encouraging compliance with all company computer related policies throughout the enterprise.
Supporting firm policies and procedures related to the Information Technology Department.