Service Desk Manager

## Service Desk Manager Apply:
Jacksonville,Florida:
United States of America:
Full time:
Posted Today:
R12137
** Why Choose Suddath to “Move” your Career to the Next Level?
** At Suddath, you can be part of something special and inclusive!  Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.
** What We Offer!
*** A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
* Weekly pay for hourly-paid employees.  Biweekly pay for salaried employees.
* Paid Time Off (PTO) and paid company holidays
* A tuition reimbursement plan where employees are encouraged to continue their education and development
* For more information on our benefit offerings, please visit  and scroll down to view our employee benefits.
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* Summary:

** The role of the Service Desk Manager is to oversee the performance of Service Desk Technicians as well as support of customers and ensure that service levels are achieved; ensure that customer expectations are met or exceeded with regard to service and problem resolution based on defined metrics/benchmarks, and processes are followed to provide the best possible customer service and service level objectives;

continually review existing processes for improvement and/or automation for added efficiency.
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* Essential Duties and Responsibilities:

*** Provide Service Desk KPI data and trend reporting to IT leaders during ad hoc, weekly, and monthly reviews, and as needed; lead ticket deep dives and develop improvement strategies; position the Service Desk as IT’s single source of truth and primary service delivery channel.
* Monitor and manage the phone queue, participating in escalated calls as needed.
* Perform daily system monitoring to verify the integrity and availability of systems and key processes.
* Oversee, create, and maintain the IT solutions repository to ensure relevant solutions are available; develop service and business-level agreements to set expectations and measure performance; establish a practical framework for managing and improving customer IT support; advise management on issues requiring additional client support or escalation.
* Manage processes and communications for technology and non-technology outages and emergency activities across the organization.
* Report business-impacting issues to business leaders and IT management.
* Manage vendor relationships, including hardware vendors such as Dell and CDW and software vendors such as Microsoft, AWS, and Manage Engine, based on operational needs.
* Oversee all request types, including incidents, service requests, and problems; manage complex or urgent support issues; and serve as the escalation point for requests and incidents.
* Develop and improve phone and ticket escalation processes to support clear, timely escalation and information flow across the organization; identify root causes and communicate updates appropriately to internal and external customers.
* Contribute to and maintain Service Desk Standard Operating Practices.
* Research and recommend innovative, automated approaches for production support tasks where appropriate; identify solutions that maximize resources and create economies of scale.
* Manage a team of Service Desk Technicians, including performance reviews.
* Manage and continuously improve Change Advisory Board meetings and processes.
* Manage and continuously improve Problem Management meetings…