Desk Manager Job Description

Desk Manager Job Description

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Desk manager provides support for various technical areas like Computers, fix and mobile phones, Printers, Applications, Conference systems, User account and access management, etc.

Desk Manager Duties & Responsibilities

To write an effective desk manager job description, begin by listing detailed duties, responsibilities and expectations. We have included desk manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Ensure Major Incident Process is correctly followed and appropriate communications are issued to the business in a timely manner
Work closely with the Corporate IT Services Manager to achieve a high level of service to the business and meet service level targets
Develop and maintain total quality management processes to monitor quality of service provision in accordance with ITIL doctrine
Proactively initiate, investigate and implement process improvement
Provide end user support on all corporate platforms including mobile devices
Produce regular statistics and management reports (daily, weekly, monthly or ad-hoc) for Senior Managers against set KPIs/SLAs, including undertaking regular service reviews
Keep all ITIL service management systems up to date at all times
Develop and maintain user self-help resources and online documentation
Receive, take ownership, escalate and monitor fault reports and service requests throughout their lifecycle using the IT service management tools
Troubleshoot, investigate and action fault reports and service requests

Desk Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Desk Manager

List any licenses or certifications required by the position: ITIL, HDI, V3, LPN, CMA, RMA, MOS, MCP, II, IAT

Education for Desk Manager

Typically a job would require a certain level of education.

Employers hiring for the desk manager job most commonly would prefer for their future employee to have a relevant degree such as University and Bachelor's Degree in Hospitality, Business/Administration, Hotel and Restaurant Management, Education, Technical, Computer Science, Management, Information Technology, Technology, Finance

Skills for Desk Manager

Desired skills for desk manager include:

Excel
Internet
Word
Outlook
Personal computers
Current and future functions and events
Property Management System
Personal computers and various property specific applications
Call Accounting/NEC
Key card and guest response systems

Desired experience for desk manager includes:

Maintain system security, ensure Information Security procedures are adhered to at all times
Ability to manage multiple projects simultaneously and to keep abreast of new technologies
ITIL foundation certification as minimum
Able to work with a minimum level of supervision perform under pressure and meet tight deadlines
Previous customer service or helpdesk management experience
Ability to navigate roadblocks and multi-task

Desk Manager Examples

1

Desk Manager Job Description

Job Description Example
Our company is searching for experienced candidates for the position of desk manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for desk manager
  • Oversee staff activities
  • Work with Subject Matter Experts to gain an understanding of their roles and backfill their positions as required supporting time-off / surging support
  • Work with disaster recovery vendors on behalf of clients
  • Development of appropriate long-term action plans to deliver solutions and services critical to both the day-to-day operation of the University and achievement of its strategic goals and objectives
  • Operational resource plans and timelines for delivery of the team workload in accordance with programme and business as usual demand
  • Budget submissions, input to business cases for new developments, tracking and monitoring of actual expenditure against plan
  • Ensure compliance with Warner’s IT General Controls (ITGC) and Sarbanes Oxley (SOX) procedures, reviews and reporting, with special consideration to user on-boarding and departing
  • Own the performance of the service desk as per the defined and agreed KPIs and SLAs, including customer satisfaction
  • Direct management and organization of the service desk personnel to ensure efficient and optimum coverage (shift schedule, including language skills coverage as appropriate)
  • Act as escalation point for customers and business units in case of major customer and service incidents and coordinate with account and service management teams
Qualifications for desk manager
  • Train, coach and mentor Service Desk Analysts (Level 1 - 2) including career development
  • Sit, talk, and hear
  • Read, write, and type
  • Taste or smell
  • Close or distance vision
  • Minimum 3 years image and picture editing experience in broadcast or publishing
2

Desk Manager Job Description

Job Description Example
Our company is growing rapidly and is hiring for a desk manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for desk manager
  • Manage staff recruitment, appraisals and assessment, development and training
  • Review on a regular basis the operational performance with service managers or business managers
  • Ensure the service desks have all the adequate work environment and tools
  • Manage the service desk skill set in relation with the contact center telephony system
  • Host customer visits as required
  • Review customer satisfaction surveys results and use them as part of the QA process for constant improvement
  • Ensure application of the QA process to monitor and measure the service desk performance in terms of incident and change management handlingMonitoring of the performance and quality of service provided to customers by each service desk, and initiation and tracking until completion of improvement plans as needed to correct performance and quality issues
  • Support new products/services and customer solutions to be transitioned into the service desks
  • Support definition of the support model and resource requirements and provision of costing elements to bid and transition management
  • Identifies the customer's actual needs and is dedicated to satisfying those needs
Qualifications for desk manager
  • Must be available to work irregular hours on some occasions
  • Bachelor's degree in a computer related discipline required or equivalent experience
  • Experience with managing virtual / remote staff members
  • Be aware of all rates, packages and promotions currently offered
  • Maximize revenue, training and leading the team for upsell opportunities
  • Ensure that employees are attentive, friendly, helpful and courteous to all guests & associates at all times
3

Desk Manager Job Description

Job Description Example
Our innovative and growing company is hiring for a desk manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for desk manager
  • Ensure all Service Level Agreements are met and established processes and standards are adhered to while maintaining high quality customer support
  • Establish performance measures, goals and reporting methodologies to measure and improve effectiveness and productivity
  • Ensure appropriate staffing levels including after-hours and on-call support
  • Development of Knowledge base for service desk personnel and end users
  • Perform project management of special software rollouts in support of service desk as requested by management
  • Provide weekly and monthly deliverable documentation as defined by management
  • Serves as escalation point and participates in weekend/after-hours on-call support
  • Train, mentor and assist service desk leaders and analysts
  • Provide recommendations on issues/problems identified and areas of improvement
  • Briefings to senior leadership and operational status and performance
Qualifications for desk manager
  • Ability to work with and lead multicultural teams in a geographically distributed environment
  • Budgetary and cost management
  • Use of contact centre administration tool for managing agents and skill sets and to report on activity and performance
  • Use of business object reporting for ad-hoc report production and activity analysis
  • Six Sigma and ISO9000/20K and other industry standard best practices (for Q&A specialization)
  • This job will typically include responsibility for ensuring that effective relationships exist and are monitored,measured and reported upon with both internal and external rs/customers/clients and vendors/suppliers and that appropriate resource control is exercised
4

Desk Manager Job Description

Job Description Example
Our company is growing rapidly and is looking for a desk manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for desk manager
  • Robustly and efficiently manage short term vehicle hires typically generated by gaps in the core fleet availability resulting from (but not limited to)
  • Supervise and coordinate the Help Desk, working closely with Maintenance Control and the Technical teams to minimise breakdown and logistics disruption and maximise customer satisfaction
  • Oversee the coordination and management of the Dovedale service level to ensure efficient vehicle movements and logistics aligned to vehicle reissue requirements
  • Oversee and lead the administration of vehicle movements, P11D and MID, ensuring on/off hires and change of charge locations are accurately and timorously recorded in line with defined processes
  • Develop and manage relationships with the external supply chain
  • Have substantial hire desk/help desk experience, ideally from within the Fleet sector
  • Be a capable person-manager, with the ability to develop and coach their team and address HR issues promptly and robustly
  • Be capable of communicating ideas and concepts effectively to both their immediate team and their respective line manager
  • Be able to set, deliver and measure clear targets across their team
  • Have a commercial acumen and a robust appreciation of their market sector
Qualifications for desk manager
  • 2 year or 4 year degree in related discipline or equivalent combination of education and experience
  • Speaking and Writing English Level
  • Advanced Mid / High (ACTFL) Service Desk
  • Bachelor’s degree and 3-4 years of experience in technical management or in a related area, or suitable combination of education and relevant experience
  • Meet repeat & VIP guests upon arrival to hotel
  • High School Graduate or GED with three years of related airline experience
5

Desk Manager Job Description

Job Description Example
Our company is looking for a desk manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for desk manager
  • To ensure all team members are working correctly in order to fulfil their targets and objectives, and take appropriate action when not being achieved
  • Setting of and management of Quarterly objectives and Annual Appraisals
  • To direct , mentor and develop the Service Desk Team
  • Ability to innovate and identify areas for improvement for the benefit of the customer and the business
  • Proven experience in IT Service Management
  • Ensure Leads assume ownership of procedural / incident tickets in a timely fashion and are adhering to company policies and SLAs
  • On-boarding customer onto company ticketing system (CA Service Desk Manager)
  • Creating new groups or categories in ticketing system
  • Providing post-implementation support, as necessary (documentation, training end-users)
  • Overall accountability for the performance, on-going development and improvement of the Service Desk for the Joint Strike Fighter program
Qualifications for desk manager
  • Ability to represent IT department's objectives throughout the company
  • Extensive knowledge of various computing platforms with emphasis on PCs, notebooks and printers
  • Basic understanding of WI-FI technology
  • Advanced understanding of network and server administration concepts
  • Basic understanding of telecom technology
  • Solid knowledge of Microsoft Windows and Office applications

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