IT Service Desk Manager

**Who we are**

Simnet is not your average managed service provider. We are NOT a break/fix shop, we are dedicated and passionate IT personnel that focus our energy on top of the line solutions that are tailored to suite our clients’ needs. We value learning, we value transparency, and we value our employees. If you value these things too we'd love to hear from you.

**The Job**

The Service Desk Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

**Your Responsibilities**
- Leading daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the established SLAs.
- Identifying and implementing opportunities to automate repeatable tasks to streamline Service Desk operations.
- Monitor the daily volume of tickets generated and help prioritize the backlog to ensure it is kept at minimum, and all issues and requests are resolved in a timely manner with highest customer satisfaction.
- Evaluate performance regularly to ensure a high level of client satisfaction, quality and ensuring majority of the tickets are resolved at first contact.
- Review incident and request tickets for quality, content, proper work notes, routing, first-call resolution, and problem detection. Ensure proper management, prioritization, and triage of incoming tickets.
- Lead the day-to-day operations of the Service Desk with a strong emphasis that all processes used by the Service Desk are thoroughly documented, audited, maintained, and followed.
- Leverage platform analytics with respect to ticket trends, service level agreements, average ticket resolution time to evaluate technical issue response time and resolutions.
- Responsible for the development and maintenance of standardized work practices and processes that support IT Service Desk & End User Device Management activities including deployment and technical management of End User Device refresh strategies to maintain currency and reliability of desktop devices.

**Requirements**:
**Your Success Criteria**
- Must be able to work outside of normal business hours (weekends, holidays, & evenings) as needed.
- Must be available to work, as required, in the event a Major Incident is identified requiring resolution facilitation and/or communications.
- Must strive to create a positive work environment, provide technical and professional mentorship to team members, and actively work to create strong business and employee relations.
- Create training plans / documentations and provide live training for IT Systems. Capture relevant documentation within the Knowledge Base.
- Participate in ongoing internal and/or external continuing professional development activities
- Adhere and enforce Policies and Procedures.
- Maintain confidentiality of client and corporate information

**What you possess**
- Strong leadership skills
- Excellent written, oral communication and interpersonal skills
- Ability to conduct and direct research into IT issues and products as required
- Ability to present ideas in business-friendly and user-friendly language
- Strong attention to detail
- Proven analytical, evaluative, and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation. Extensive experience working in a team-oriented, collaborative environment
- A preference to work in a fast-paced environment and be a member of a closely-knit, high-performance team
- Self-motivated with a strong tolerance to ambiguity and change

**Requirements and Experience**
- ITIL v3/v4 Foundation Certificate is a preferred.
- Solid understanding of network and print services.
- Demonstrated knowledge and skills with PC Operating Systems, computer hardware repair, and device connectivity
- Strong domain knowledge of AD, Exchange, Windows 10, Asset Management and MS365.
- Strong understanding of human resource management principles, practices, and procedures.
- Strong understanding of project management principles.
- Experience in