Request ID:5896
Title: Service Desk Manager - Mid Level
Location: Raleigh,NC,USA
JOB Description:
This position's responsibilities include but are not limited to the following:
• Oversee incidents and service requests in the ITSM application, in accordance with established processes, procedures and service level agreements to ensure a positive customer experience.
• Assist in day to day operations by ensuring phone and ticket queues are handled within SLA’s.
• Use workforce management (WFM) technology to ensure adequate coverage for all shifts,24/7/365.
• Prepare reports and analyze performance metrics.
• Contribute to annual employee performance appraisals.
• Help train and mentor employees to ensure consistency across the team.
• Identify trends and communicate high and critical priority issues to management.
• Provide suggestions for continual service and process improvement.
• Support and serve as back up to existing Service Desk Manager, as needed.
• Provide support for the following DIT services:
• North Carolina Identity Management (NCID), Active Directory, VoIP/Enterprise IP Telephony(EIPT), PBX, and Centrex systems, mainframe, printer, desktop, and unified communications(including email) and others, as directed.
• Determine when to escalate issues to DIT Tier 2 and Tier 3 groups, vendor, or other agencyservice desks.
• Proficiency with ITSM and call center applications.
• Understanding of the DIT environment and offerings in the DIT Service Catalog.
• Understanding of DIT applications.
• Proficient with DIT policies, processes and procedures.
Required skills:
· Experience providing support in a Service Desk Supervisory role (including training and mentoring), in a high volume, fast-paced environment.
· Experience with BMC Remedy 7.6 or higher and Service Now.
· Advanced problem-solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, and Office 365.
· Advanced problem-solving skills in network connectivity, network printing, and email, smartphones, and web-based applications
· Experience training/mentoring Tier 1 Service Desk Technicians in process, customer service and technical skills improvement
· Basic understanding of ITIL V3 processes, including Incident Management, Problem Management, Change Management, Knowledge Management.