Job Summary:

The Service Desk Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.

Responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.

Responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.

The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on explanations to end users and primary contacts when necessary.