Job Description

Service Desk Manager 

Position Overview:

We are seeking a highly motivated and experienced Service Desk Manager to join our dynamic team at Fortress SRM, a leading managed service provider (MSP). As the Service Desk Manager, you will oversee the day-to-day operations of our 24x7x365 service desk, ensuring that our clients receive high-quality support and services. You will lead a team of service desk technicians, ensuring efficient ticket management, prompt issue resolution, and customer satisfaction while maintaining operational excellence.

Responsibilities:

• Lead and manage the service desk team to deliver exceptional IT support for all clients.
• Ensure high levels of customer satisfaction through timely issue resolution, effective communication, and proactive problem management.
• Oversee ticket management processes, ensuring all tickets are triaged, assigned, and resolved in a timely manner according to SLA agreements.
• Develop and maintain service desk processes, documentation, and workflows to ensure consistent and efficient operations.
• Collaborate with internal teams, to address complex issues that require escalation or specialized expertise.
• Analyze performance metrics and identify opportunities for improvement in service desk operations, service quality, and overall customer experience.
• Provide regular reporting on key performance indicators (KPIs) such as ticket resolution times, client satisfaction, and SLA compliance.
• Develop and implement training and development plans for service desk staff to enhance their technical skills and customer service capabilities.
• Act as a point of escalation for critical or high-priority customer issues, ensuring timely resolution and communication.
• Drive continuous improvement initiatives and ensure best practices are followed.
• Oversee onboarding of new customers or service offerings.
• Manage the day-to-day service desk operations, including shift schedules, resource allocation, and performance evaluations.
• Maintain and enhance relationships with key clients by proactively addressing their needs and ensuring they receive optimal IT support.

Qualifications:

• Proven experience as a Service Desk Manager, IT Support Manager, or similar role in a managed services environment.
• Strong end-user support background with a broad understanding of Microsoft 365, IT infrastructure, networking, and support processes.
• Demonstrated leadership and team management skills with the ability to inspire and motivate a service desk team.
• Excellent problem-solving, troubleshooting, and analytical skills.
• Strong communication skills with the ability to effectively interact with clients, vendors, and internal teams.
• Experience working with ticketing systems and IT service management platforms.
• Ability to manage and prioritize multiple tasks and competing deadlines in a fast-paced environment.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.

Physical Requirements:

• The physical requirements of this job include frequent sitting with occasional walking around, carrying light objects, grasping and reaching for things, rare stooping/crouching, clarity of vision, speaking and listening ability. The mental requirements of this job include general intelligence, motor coordination skills, coordination of hands, eyes and feet, verbal and numerical intelligence. The workplace environmental conditions are that of a temperature controlled and clean office setting. Occasional driving to other office or customer locations.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor .

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