Service Desk Manager

Company Name:
Service Desk Manager Overview: The IT Service Desk Manager is responsible for leading and directing a team of Service Desk professionals who provide
and systems service and support for users throughout North America. The purpose of this position is to ensure that service levels are achieved and customer expectations are met or exceeded. Responsibilities: Reporting Relationships The IT Service Desk Manager reports to the Director of
information technology
. Responsibilities 1. Lead and direct Service Desk team to ensure team and individual performance levels consistently meet needs of clients. 2. Oversee all Service Desk activities in North America, and respond to escalated Service Desk incidents and requests. Oversee incidents and requests regarding: - Personal and mid range computer systems hardware and software - Telephony - Account creation - Network and wireless connectivity - Blackberry - Video Conferencing 3. Ensure working practices and processes are standardized and repeatable to support Service Desk activities. 4. Monitor and evaluate key performance indicators, taking action to meet and maintain Service Desk goals, objectives, and Service Level Agreement. - Ensure incidents and service requests are managed effectively to Service Level Agreement. - Ensure consistent performance to Key Performance Indicators or to exceed performance. - Ensure incidents levels are continually being driven down. 5. Complete staff reviews and appraisals, and develop personal development plans. 6. Ensure upwards and downwards communication takes place regarding Service Desk activities. 7. Understand and apply Human Resources policies and procedures, and ensure that relevant health and safety requirements are adhered to. 8. Oversee management of on-shift and off-shift staff rotation to ensure continuity of service for customers. 13. Review and approve purchasing requisitions and manage purchasing of software and hardware. 14. Provide monthly Service Desk reporting to Executive Management. 15. Facilitate team meetings and hold regular status meetings with team. 16. Ensure that team receives training through both formal and informal training programs. 17. Monitor the annual budget for his/her cost center. 18. Establish and maintain effective working relationships within Information Technology and with Operations, Business Development, and the corporate staff functions. 19. Perform special assignments as needed or as requested by the Director of Information Technology. 20. Execute such other responsibilities as determined by the Director of Information Technology. Qualifications: 1. Strong and current knowledge of Service Desk management. 2. Knowledge of and proven experience with Information Technology systems. 3. Degree in Computer Science, similar curriculum, or equivalent experience. 4. ITIL certification. 5. Excellent oral and written communications skills. 6. Excellent interpersonal skills, a team player. 7. Articulate, persuasive. 8. Self confident, flexible, adaptable. 9. Energetic, resourceful, service oriented, possesses a sense of urgency. 10. Familiarity with and knowledge of vendor relations. 11. Sound fundamental knowledge of business practices, including accounting, procurement, and purchasing. MYK62683JR

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