IT Service Desk Manager

IT Service Desk Manager - 2606311IT Service Desk Manager responsible for managing a diverse team handling first-level support of incidents and service requests in a professional and timely manner. Scope includes all enterprise technology including workstations, servers, printers, networks, and vendor specific hardware and software.The right candidate will mentor, coach, and lead team members in their technical career pursuits while ensuring timely and exceptional customer service. Candidate should have strong technical and interpersonal skills, and be able to communicate, inspire and motivate members to meet performance SOPs.Candidate will respond to partners and executives on campus and administer AV (audio, video projection, display boards and other systems).Key ResponsibilitiesDiagnose, troubleshoot, test, repair, and service hardware, networks, and phones.Handle Service Level 3 tickets along with other Managers and Director.Oversee team tickets and review tickets prior to escalation to other departmental teams including Systems, Network, Telecom.Participate in performing monthly and quarterly evaluations, celebrate achievements, coach team members.Track and report daily team call and ticket resolutions.Help maintain documentation library for applications, infrastructure, and processes.Diagnose and troubleshoot technical problems and recommend permanent solutions.Attend scheduled appointments each day.Verify understanding of customer needs and make appropriate recommendations or escalations.Provide remote support to resolve technical issues.Make and receive phone calls to provide customer service and liaise with 3rd party vendors.Follow company policies and procedures.Cooperate with technical teams and share information across the organization.Build positive relationships with service desk team members and customers.Work with other Service Desk Managers and the Executive Director to deliver SLA targets individually and as a team.Support and provide feedback to drive continuous improvement of Service Desk operations.Assist in project implementation, delivery, and overflow.Knowledge, Skills, AbilitiesHigh organizational skills.Ability to handle multiple tasks and meet deadlines.Work efficiently and productively with minimal direction.Exercise discretion and independent judgment.Handle confidential information professionally.Communicate verbally and written with confidence.Minimum Education RequiredBS degree in Computer Science, Engineering or a similar field or equivalent certifications and experience.Minimum Experience Required1-2 years of experience leading teams in an enterprise IT environment.Additional Qualifications (Preferred)Work in the office for 3-5 days each week.Experience leading a team of 4-5 members in an accountable performance setting.Hands on knowledge of ServiceNow's ITSM system.Excellent written and oral communication skills.IT Support relating to technical issues involving Microsoft's core business applications and operating systems.Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.Basic remote access solution implementation and support: VPN, Remote Desktop Services, and Citrix.Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.System documentation maintenance and review in a knowledge management system.As an Equal Employment Opportunity employer, all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or veteran status.For more information regarding Florida's Care Provider Background Screening Clearinghouse Education and Awareness, please visit https://info.flclearinghouse.comJ-18808-Ljbffr