LOTR Historian, Big Data Intelligence Guy, and Senior Director of IT Solutions for Vaco Technology
Job Title: Service Desk Manager (Fully Remote)
Salary: Up to $115,000/year
Position Overview: We are seeking a highly skilled and experienced Service Desk Manager to lead our remote service desk team. The ideal candidate will have a proven track record in service desk operations, including transitioning from Zendesk to Halo, developing and implementing standard operating procedures (SOPs), team communication, and ticket management. This is a hands-on role that requires strong problem-solving capabilities and the ability to assist and troubleshoot technical issues effectively.
Key Responsibilities:
Leadership and Management:
Lead, mentor, and manage a remote service desk team to ensure high performance and continuous improvement.
Oversee daily operations of the service desk to ensure timely and efficient resolution of customer inquiries and technical issues.
Transition Management:
Manage the transition of service desk operations from Zendesk to Halo, ensuring a smooth and effective migration.
Develop and implement best practices for using Halo to enhance service desk performance.
Operational Excellence:
Develop, implement, and maintain SOPs for all service desk activities to ensure consistency and quality in service delivery.
Monitor and report on key performance indicators (KPIs) to drive operational efficiency and customer satisfaction.
Ticket Management:
Oversee the ticketing system to ensure tickets are logged, categorized, and resolved in a timely manner.
Analyze ticket trends and provide insights to improve service desk operations and prevent recurring issues.
Hands-On Support:
Provide hands-on assistance and troubleshooting for complex technical issues that require advanced expertise.
Serve as an escalation point for critical issues and work closely with other teams to resolve them.
Communication and Collaboration:
Foster strong communication and collaboration within the service desk team and with other departments.
Ensure effective communication of service desk policies, procedures, and updates to all relevant stakeholders.
Continuous Improvement:
Identify opportunities for process improvements and implement changes to enhance service desk performance.
Stay updated with industry trends and best practices to ensure the service desk remains at the forefront of customer support excellence.
Qualifications:
Proven experience as a Service Desk Manager or in a similar role, with a strong background in service desk operations.
Extensive experience transitioning from Zendesk to Halo for service desk operations.
Strong understanding of service desk software, ticketing systems, and customer support processes.
Excellent leadership, communication, and team management skills.
Hands-on experience in troubleshooting and resolving technical issues.
Ability to develop and implement SOPs and best practices for service desk operations.
Strong analytical skills and the ability to use data to drive decision-making and improvements.
Ability to work effectively in a remote environment, with strong self-motivation and time management skills.
Seniority level
Director
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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