Sr. Service Desk Manager

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done.

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The Senior Service Desk Manager is responsible for providing exceptional vision and leadership to a team of technology professionals who are responsible for providing end user technology support services. This position will lead a team providing exceptional customer service to a broad range of fortune 500 clients and handle all relative communications with leadership and Service Desk personnel.

This position is responsible for leading and overseeing all Service Desk elements -- client relations, staffing to meet ever changing workflow needs, operational reporting, employee relations, and onboarding/offboarding support. This position requires strong problem solving, analytical skills and must ensure both operational stability and end user satisfaction.

Communication skills are a must, as the Senior Service Desk Manager will be required to interact with all areas of leadership to further refine, optimize, and transform the Service Desk’s ongoing services. The Senior Service Desk Manager must strive to create a positive work environment and actively work to create strong business and staff relations.

Responsibilities:

• Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the client contract and based on established company objectives.
• Oversee daily volume of tickets generated from each client; help prioritize tickets across all clients to ensure timely resolution of issues with highest impact on clients.
• Responsible for developing and documenting processes and procedures particularly in a SLA driven environment.
• Participate in resource management meetings on a weekly basis to identify resource-requirements across the department and to ensure optimal productivity levels are achieved by all technical resources each week.
• Define internal Service Desk performance indicators for quality assurance in support of customer facing performance indicators and present them to management.
• Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner.
• Regularly communicate service performance levels to key stakeholders, including Project Executives, Operations Manager, and Interface Manager. Strong presentation skills – presenting weekly, monthly and quarterly Q ’s.
• Serve as key point of contact for all matters related to the Service Desk, including implementation of Service Desk strategy and initiatives, client and/or account team escalations, Service Desk reporting, Service Desk productivity, and Service Desk hours of coverage.
• Provide on-call support for client related problems.
• Provide weekly reporting to management and to client on client ticket status; highlight to management clients that may be at risk as a result of failing to meet service level agreements.
• Work with Project Managers to ensure the team is performing as expected in alignment with project goals and statements of work.
• Supervise Team Leads, assigning duties and preparing and delivering performance reviews.
• Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff.
• Manage resources to achieve objectives and satisfy client requirements; promote cooperative and harmonious working climate conducive to maximum employee morale, productivity, and…