Senior Service Desk Manager

The role

The Senior Service Desk Manager is responsible for providing exceptional vision and leadership to a team of technology professionals who are responsible for providing end user technology support services. This position will lead a team providing exceptional customer service to the State of New York employees and handle all relative communications with leadership and Service Desk personnel.

This position is responsible for leading and overseeing all Service Desk elements -- client relations, staffing to meet ever changing workflow needs, operational reporting, employee relations, and onboarding/offboarding support. This position requires strong problem solving skills and must ensure both operational stability and end user satisfaction.

Communication skills are a must as the Senior Service Desk Manager will be required to interact with all areas of leadership to further refine, optimize, and transform the Service Desk's ongoing services. The Senior Service Desk Manager must strive to create a positive work environment and actively work to create strong business and staff relations

Responsibilities

• Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the client contract and based on established company objectives.
• Oversee daily volume of tickets generated from each client; help prioritize tickets across all clients to ensure timely resolution of issues with highest impact on clients.
• Responsible for developing and documenting processes and procedures particularly in a SLA driven environment
• Participate in resource management meetings on a weekly basis to identify resource-requirements across the department and to ensure optimal productivity levels are achieved by all technical resources each week.
• Define internal Service Desk performance indicators for quality assurance in support of customer facing performance indicators and present them to management.
• Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner.
• Regularly communicate service performance levels to key stakeholders, including Project Executives, Operations Manager, and Interface Manager.
• Serve as key point of contact for all matters related to the Service Desk, including: implementation of Service Desk strategy and initiatives, client and/ or account team escalations, Service Desk reporting, Service Desk productivity, and Service Desk hours of coverage.
• Supervise Team Leads, assigning duties and preparing and delivering performance reviews.
• Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff.
• Manage resources to achieve objectives and satisfy client requirements; promote cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness.
• Responsible for all Human Resource actives at the Service Desk.
• Provide direction in complex problem-solving situations and participate in direct interaction with technical resources when required.
• Ensures and drives an engaged culture
• Excellent verbal and written communication skills
• Excellent customer service skills

Qualifications & Requirements

Education/Experience

• Bachelor's degree required; MBA preferred
• Minimum of 5-7 years of operations experience in combination with five or more years of managing technical personnel required
• 5-7 years of relationship management experience, with a minimum of 1 year in an outsourcing setting or equivalent combination of education and experience preferred

Additional Information

nfrastructure partners with the world's most admired brands to design, build, and operate infrastructure and applications for digital business. Our insight, execution, and results culture, world-class engineering talent, on-site technical service in every major market, tightly integrated high-availability remote support and our innovative, proprietary "nterprise" software platform delivers a highly differentiated value proposition for our customers and partners.