Service Desk Manager Job Description
Service desk manager
provides oversight of core ITIL based Service Support processes (Incident Management, Problem Management, Change Management, Configuration Management, and Continual Service Improvement.).
Service Desk Manager Duties & Responsibilities
To write an effective service desk manager job description, begin by listing detailed duties, responsibilities and expectations. We have included service desk manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Collaborate on policies and standard operating procedures with IT Managers
Analyze performance of Service Desk activities to identify any problem areas
Appraise Service Desk Analysts’ performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring
Manage and coordinate the escalation urgent and complicated support issues to the correct IT teams
Establish new and report of existing progress reports and performance metrics to measure IT effectiveness and productivity
Provide first call support for user or site issues to include Applications Desktop, Wide Area Network, Local Area Network and Telephony functions
Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems
Build operational capability
Maintain alignment with Global Service Desk on process and tool documentation, management, controls, and improvement/corrective projects
Understanding of the scope of Service Desk, including relationship of services to each other, to projects, to services and offerings of other business units (GBS/consulting, vertical solutions), and elemental technologies/products
Service Desk Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Desk Manager
List any licenses or certifications required by the position: ITIL, HDI, V3, MCP, SDI, CSM, II, IAT, ITL, IEC
Education for Service Desk Manager
Typically a job would require a certain level of education.
Employers hiring for the service desk manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Technical, Management, Information Technology, Business, Information Systems, Technology, Performance, Communication
Skills for Service Desk Manager
Desired skills for service desk manager include:
ITIL
ISO 9000
Standard service desk practices
Experience implementing ITIL / Service Management frameworks
Active Directory
Cloud Services
Computer hardware
Core Networking
Experience in applying ITIL principles and standards to improve incident resolution and customer service standards
IT Technology and infrastructure
Desired experience for service desk manager includes:
Demonstrated proficiency or experience with operating systems and Microsoft Office suite
Highly motivated individual with a proven track record to deliver results and lead a team through change and challenging circumstances
3+ years experience as a People Manager in an IT production support/Service Desk environment
Proven ability to build and maintain strong working relationships with business and technology partners
Ability to understand complex information and summarize in a clear, concise fashion
Strong understanding of Enterprise technology processes and procedures including Incident (primarily), Problem and Change Management
Service Desk Manager Examples
1
Service Desk Manager Job Description
Job Description Example
Our company is hiring for a service 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 service desk manager
- Lead and manage all business, technical, and education activities
- Ensure work completion within schedule, budgetary, and design constraints
- Create procedures and guidelines to ensure compliance with university policy
- May oversee or assist in preparation and submission of documentation, such as proposals, progress reports, or other contractual requirements
- Work collaboratively with colleagues to leverage the university/school's investments in information technology
- Provide strategic planning for own work group
- Collaborate with other support groups on campus to ensure seamless customer support experience
- Manage service delivery and the team’s monitoring of various support inputs
- Ensure the Service Desk is providing excellent end user support
- Overseas and drives Change and Release Management process
Qualifications for service desk manager
- Ability to take control of issues and manage them to resolution in a complex, multi-stakeholder environment
- Highly developed time-management, financial management, Excel based reporting and organizational skills to manage multiple deadlines, operational issues, projects, results and priorities within a faced paced, dynamic and highly demanding environment
- University / College is preferred or equivalent work experience
- Industry-specific training relevant to IT
- Help Desk Manager Certification is an asset
- Minimum 5 years’ experience managing vendor provided Service Desk or similar 3rd party provided function
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Service Desk Manager Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of service desk manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service desk manager
- Ensure the Service Provider delivers on continuous improvement process and assist in benchmarking service levels
- Delivering/representing Supplier Performance Metrics to Executive steering committee and other executive leadership groups, providing supporting commentary
- Partners with GSD manager in Hong Kong office - collaborate on objective setting
- Understand career aspirations
- Manage the daily departmental operations achievement of quality service level standards to ensure exceptional customer service
- Seek out departmental process improvements, encourage and reward employee ownership in the development and integration of new processes
- Manages the overall Service Desk performance for the region of responsibility the performance of individual Team Leads and Analysts
- Works with Training, Process and Tools Lead with IT Service Desk Senior Manager / Director for operational, technology and tools changes that will impact the end user experience the delivery of Service Desk services to the end users
- Meet or Exceed all operational and performance based metrics associated with the incident and service request process
- Ensure all critical/high and/ or VIP incidents or service requests are attended to or resolved promptly and efficiently within service level targets
Qualifications for service desk manager
- Flexibility with work schedule to meet position needs outside of regular business hours
- Five or more years in the service and operation of a Service Desk and/or desk side support
- Success leading individuals and teams to accomplish goals within time and resource constraints
- Proven ability to mentor and direct the work of others in a way that provides quality customer service
- Experience managing small projects and timelines
- Own open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions
3
Service Desk Manager Job Description
Job Description Example
Our innovative and growing company is hiring for a service 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 service desk manager
- Regularly monitor, review, and analyze operational and performance based metrics to determine/recommend opportunities for improvement and/or training initiatives
- Ensure Shift Leads (Day, Swing, and Mid shifts) are apprised of the service level performance (metrics), planned/unplanned outages, ongoing Engineering initiatives, and internal/external communications
- Monitor performance of all Shift Leads to ensure their shifts are meeting/exceeding all operational and performance metrics, following documented SOPs, and providing regular reports (as requested or directed) in a timely manner
- Ensure all incident and service request tickets are thoroughly documented per SOPs to include analysis of the incident/service request, troubleshooting and resolution steps takes, and follow up with customers (as necessary)
- Ensure all incidents and service requests are promptly escalated across Tiered support per SOPs
- Ensure all support personnel Service Desk and Systems provide prompt and professional service to customers and provide guidance to support staff as required
- Maintain enterprise awareness of system maintenance and outages, world events that could impact IT operations
- Communicate all planned/unplanned service outages to management, Engineering Leads, and Senior Watch Officers supporting the IT Operations Center
- Frequently communicate with Engineering Lead on upcoming projects, system maintenance activities, and unplanned events to ensure Service Desk and Systems staff are prepared to support the Department
- Frequently communicate with the Communications and Training Lead on providing targeted training opportunities based on the overall performance of the Service Desk and System Personnel
Qualifications for service desk manager
- Assess the skills and experience possessed by staff assigned to the unit
- Ensure all staff is aware of performance expectations regarding their work performance
- Develop and implement a personal development plan with each individual, which is reviewed and updated at regular intervals throughout the year
- Provide formal performance assessments throughout the year
- Based on performance, make effective recommendations regarding merit increases, promotional opportunities and rotations for staff in unit
- Ensure that staff members follow required administrative procedures and codes of conduct
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Service Desk Manager Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of service desk manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service desk manager
- Development of ITIL maturity
- Identify, notify, and address operational deficiencies with Program Manager and Engineering Lead
- Promptly notify management of potential system problems or customer issues
- Responsible for the management of policies and procedures related to Service Operation including Incidents, Events, Problem and Change management
- The Service Manager is also responsible for resource capacity planning, service process design, performance analysis, and developing proactive resolution plans
- Manage one of 7 localized End User Support teams
- Build amazing professional relationships with key internal stakeholders
- Oversee Incident Management, including incident creation, incident routing, immediate resolution tasks, and phone/email/chat response
- Deliver a Global Service Desk that has 24/7 coverage and availability
- Ensure knowledge base quality is consistently maintained, meaning useful to employees and customers alike
Qualifications for service desk manager
- Take appropriate actions to resolve performance problems with staff
- Determine the aptitudes and career interests of staff in the unit and work with these individuals to develop personal development plans (including plans for training and work assignments designed to provide experience in particular areas)
- Provide counseling and mentoring to staff to help each individual achieve the objectives of his/her personal development plan
- Demonstrated Managerial experience demonstrated leadership in development of subordinate staff
- Have experience in an outsourcing engagement, supporting multiple customers with hundreds of servers of assorted hardware platforms and operating systems
- The Manager should demonstrate an understanding of the key functions and skill competencies required in that Department
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Service Desk Manager Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of service desk manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service desk manager
- Responsible for planning, organizing, and implementing any new Service Desk standards
- Manage team performance, provide leadership and mentoring, and use a wide range of tools and techniques to create and maintain a collaborative, motivated, and positive team atmosphere
- Provide career planning advice to team and create development plans to help employees achieve their career goals, including assigning work which utilizes their skills and capabilities and provides them with opportunities for learning
- Act as escalation for technical support when necessary
- Ensure Level 1 third party service provider vendor is meeting or exceeding contractual obligations globally (AUA, EUR, NOA, SOA)
- Oversee daily operations by prioritizing and monitoring
- Work with vendor to develop and monitor daily performance metrics
- Assist and respond to escalated customer support issues, perform follow-up as applicable and involve vendor for root cause analysis, corrective actions, and process remediation
- Monitor customer issues to identify trends and communicate concerns and insights to the appropriate internal departments
- Work with Service Desk provider to forecast monthly volumes for Service Desk and Account Administration
Qualifications for service desk manager
- 3-5 years managing an Information Technology Service Desk or other technical team
- Experience in troubleshooting hardware-based issues
- Has a strong understanding of any or all of Infrastructure applications, Wintel, Unix, Citrix, Email, Lotus Notes, and Monitoring Tools
- Client -Service Orientation - desire to help or serve others, to meet their needs
- Developing Others - takes action to foster the long-term learning or development of others
- Impact and Influence - able to persuade, convince, influence or impress others