The Service Desk Manager is responsible for managing day to day 24/7 service desk operations. Lead the team to focus on successful outcomes. Take overall accountability for incident management and request fulfillment. Apply ITIL Service Management concepts such as Incident and SLA Management, to ensure rapid and successful resolution of issues, availability of support, and reliability of service.
JOB DECSRIPTION:
• Deliver support services to meet Albertson’s IT’s SLA commitment to customers.
• Oversee incident management, including incident resolution, incident creation incidents routing and phone/email/chat response.
• Deliver a Global Service Desk that has 24/7 coverage and availability.
• Ensure Knowledge base quality is consistently maintained, meaning useful to employees and customers alike.
• Enforce policies and procedures and provide continuous process improvement to lead to faster resolutions.
• Responsible for panning organizing and implementing any new Service Desk standards.
• Manage team performance, provide leadership and mentoring, and use a wide range of tools and techniques to create and maintain a collaborative, motivated, and positive team atmosphere.
• Provide career panning advice to team and create development plans to help employees achieve their career goals, including assigning of work which utilizes their skills and capabilities and provides them with opportunities for learning.
• Manages the Service Desk Staff including consultation on performance evaluations, career development, hiring and disciplinary responsibilities.
• Coordinate activities between multiple support groups to ensure adherence to SLA.
• Take overall responsibility to incident management and request fulfillment.
• Attend Change Advisory Board meetings, anticipate potential issues and come up with action steps geared towards mitigating potential customer impact.
JOB QUALIFICATIONS:
• Bachelor’s Degree in Computer Science/Information Technology or equivalent; OR Bachelor’s Degree in Business Management or equivalent.
• 5 years professional experience in global Service Desk or global technical support group, with at least 2 years in proven leadership experience.
• Master’s degree in Management or Business Administration is preferred.
• ITILv3, Microsoft, PMI Certifications are preferred.
• Excellent communication and team management skills.
• Must stay up-to-date with industry technology trends and applicability of software/hardware solutions.
• Excellent organizational, interpersonal, and time management skills.
• Ability to make sound and logical judgments.