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Service Desk Manager - Newark, United States - Core BTS
Description
Title: Service Desk Manager – (Subcontract at a Core BTS Client)
Through Core BTS Resource Management Services (RMS), we offer custom talent solutions to help our clients meet their evolving technology and business needs. We help effectively match the right technology professional to their organization, recruiting for contract, contract-to-hire, and direct roles. Our client in (area/region) has an immediate need for a (job title). Please note that this is a (contract/contract to hire/direct hire) opportunity with our client and NOT with Core BTS.
Location: Hybrid remote with a minimum of 2 days per week in Newark, DE, or Dover, DE as needed
What you'll be working on...
The Service Desk Manager is responsible for managing the IT helpdesk and supporting over 1500 end users across all locations in the company. This role will oversee the helpdesk analysts and agents, and handle incidents, requests, and problems utilizing ITSM best practices. This role will support technology projects as needed.
· Manage all staffing aspects of the service desk, including motivation, hiring, ongoing management, preparation of performance evaluations, and training.
· Develop, manage, measure, and report on key service-level metrics related to efficiency, call completion, and others.
· Apply the ITIL / ITSM framework and Strive for continuous improvement of the incident management process and its integration with other IT operations management processes, such as problem and change management.
· Collaborate with all IT units as well as business units to ensure that IT-delivered services and end-user service levels are met.
· Manage key vendors and maintain strong relationships to ensure their adherence to SLAs for optimal performance and support.
· Perform IT project-related tasks such as supporting the network at sites, distributing new equipment for the deployment of new technologies and systems, and ensure a smooth transition and minimal disruption for end users.
· Drive continuous improvement of the incident management process and its integration with other IT operations management processes to improve effectiveness.
· Prepare cost analyses, budget plans, and proposals such as cost per call, total service desk budget, and cost of peripherals as needed.
· Act as critical incident management on a rotational basis.
Who you are...
· Undergraduate degree[LJ5] in Computer Science, Information Systems, or related discipline
· 7 years of professional or technical experience in IT with a strong background in all aspects of help desk customer service.
· 5 years' current management experience that demonstrates proficiency in leadership techniques and management of resources
· Information Technology Infrastructure Library (ITIL) certification is desirable.
· Knowledge of IT service desk tools and best practices, Incident, Problem, Release, Change, and Asset Management systems.
· Windows OS, SCCM, and Dell Hardware.
· ITIL process frameworks and continual process improvement.
· Budget planning, cost analysis, and benchmarking.
· Workstation management, network equipment, cell phones, and software deployment.
· Strong communication and reporting skills, proven troubleshooting skills, and leadership and team-building skills.
· Analytical and problem-solving skills, time management, and multitasking abilities.
· Vendor management and relationship building, project management and support.
· Manage and motivate a diverse team, develop and implement effective service desk strategies, driving continuous improvement and efficiency.
· Maintain a high level of end-user satisfaction while adapting to changing business needs and technologies.
· Work effectively under pressure and meet tight deadlines.
· Stay updated on trends in service desk operations and technology.
Where you'll be working:
· Hybrid remote with in-office presence typically in Newark Delaware for 2 days a week and occasionally at Dover DE. On specific projects, this may be for the entire week on site depending on the requirement of the project or task. Occasional evening/weekend work needed for service desk emergencies.
Benefits/what's in it for you?
