Service Desk Manager - Lexington, United States - Red River

Red River

Verified Company

Lexington, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Red River is seeking a Service Desk Manager to join our growing team This individual will lead a team of technicians and engineers supporting all Red River Managed Service clients.

The SD Manager is responsible for the daytoday operations of the service desk and ensuring processes and procedures are in place for effective and efficient operations in support of our employees and customers. The SD Manager will play a vital role in boosting end user experience by ensuring the smooth delivery of topnotch services that meet and exceed client expectations and Red River's contractual commitments.
Primary Position Tasks:

Reporting to the VP of Account Management, oversee the daytoday activities of the IT Service Desk to ensure users receive required support in a timely manner
Developing, with account staff, action plans resulting from root cause analyses, audits or other activities under the Service Level Agreements reached with clients.
Lead, coach and manage the service desk team made up of Tier 1 thru Escalation analysts operating onsite at the customer location.
Develop, document and continuously refine service desk operating processes and procedures to drive improvements for more effective and efficient operations.
Monitor, measure and report on performance against SLAs and KPIs.
Deliver scheduled and adhoc Service Desk reporting to management
Assist with managing IT projects that leverage Service Desk staff.
Manage client escalations and customer satisfaction related issues
Provides guidance to direct reports, both first line manager and deliveryoriented employees.
Serving as an escalation point within Red River management for clients of Managed Services and resolving escalated issues in accordance with the Red River dispute escalation procedures.
Ensures clarity around priorities and goals for business operations, procurement, asset management and customer facing functional areas.
Approves hiring and termination requests within the group.
Works across functions with peers in other groups to ensure completion of shared goals.
Interacts with senior management for reporting, strategy development and execution planning.
Communicates goal results and key performance indicators to direct reports.
Facilitates goallevel creating for the broader functions and works with other managers to ensure efficient delegation.
Supporting finance operations in the process of authorizing invoicing as part of contract management

Minimum Education/Certification/Experience Requirements:
BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience. Previous technical support and experience in IT infrastructure with focus on Storage, Backup, Databases or Network. Active Secret clearance Knowledge of ITIL frameworkPreferred Education/Certification/Experience:

Experience using an Automated Call Distribution solution for routing of calls and reporting.

Experience with ITSM ticketing solution preferably ServiceNow. Experience with ServiceNow. ITIL certification Knowledge, Skills and Abilities: Proficiency in leading both physical and virtual teams Ability to drive strategic direction Decisionmaking skills Experience in dealing with thirdpartyprovided services Planning skills Strong organizational skills capacity to train and guide junior team members Proactive attitudeBasic Qualifications: U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings

here
If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet