Service Desk Manager
- Employer
- Kavaliro
- Location
- Orlando, Florida
- Salary
- Open
- Posted
- May 21, 2017
- Closes
- Jul 22, 2017
- Ref
- 2654955372#FL--J2CBackfill.1
- Industry
- Retail
- Category
- Customer Service, Sales
The Service Desk Manager provides management support for all activities surrounding the end user experience. This role is responsible for developing and maintaining an efficient user support organization. He/she manages a team of Service Desk Administrators while executing the operational and tactical plans to satisfy customer and business needs. This includes interviewing and hiring, team professional and career development, performance management, monitoring and reporting metrics, and ensuring that processes are followed and that service levels are achieved. This role is highly visible with our internal client base and requires a high level of professionalism. Requirements:Bachelor's degree in business administration, finance, computer science (or equivalent,) or healthcare-related field required.Five (5) years' experience in information technology or healthcare required. Specific expertise and experience in areas of responsibility is required.Essential Duties and Responsibilities:Leads, mentors, develops and oversee the daily activities of Service Desk Administrators to ensure high level of customer service.Works with each employee to set professional goals and keep them up to date on a regular basis.Conducts annual performance reviews.Ensure client expectations are being set by Service Desk Administrators via phone and email; measures customer satisfaction through the use of survey feedback.Assess department performance through various statistical and reporting methodologies. Develops processes to monitor trends based on customer calls. Issues, queries and through these tools makes recommendations on how to improve the quality of technical service as well as reducing repeat incidents.Recognizes, seeks out, and evaluates technical issues and presents proactive recommendations to prevent recurrence of those business interruptions.Designs and implements methods for receiving periodic user feedback to measure support performance.Implements methods to continuously improve first call resolution, manage customer perceptions, and build strong client relationships.Promotes appropriate resources to aid in issue resolution (i.e. Internet, knowledge bases, technical blogs).Five (5) years' experience in information technology or healthcare required. Specific expertise and experience in areas of responsibility is required.