IT Senior Service Desk Manager - HEICO

HEICO is seeking a Senior IT Service Desk Manager for a full time direct hire position at our corporate headquarters in Hollywood, FL.

The Sr. IT Service Desk Manager will lead our team of technical support technicians in delivering exceptional desktop support and IT services within our large corporation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Team Leadership and Management:

• Lead, mentor, and manage the Service Desk team to ensure high-quality technical support and customer service.
• Develop and implement performance metrics, KPIs, and scorecards to monitor and enhance team performance.
• Provide regular training and development opportunities to team members to maintain up-to-date technical skills and knowledge.
• Conduct performance evaluations, offer constructive feedback, and implement disciplinary actions when necessary.

Service Delivery and Optimization:

• Oversee the daily operations of the Service Desk, ensuring timely and effective resolution of technical issues.
• Utilize advanced features of the ServiceNow platform to optimize workflows and improve service delivery.
• Monitor and report on call center metrics, including call volume, response times, and customer satisfaction, to identify areas for improvement.
• Develop and enforce service desk policies and procedures to ensure consistent and high-quality support.
• Oversee an after-hours support framework, including the coordination of team member rotation schedules, and the effective handling of after-hours or weekend support calls and their possible escalation.

Customer Service Excellence:

• Promote a customer-centric culture within the team, emphasizing empathy and understanding of user experiences.
• Act as an escalation point for complex technical issues, ensuring prompt and satisfactory resolutions.
• Gather and analyze customer feedback to drive continuous improvement in service delivery.

Collaboration and Communication:

• Coordinate with other IT departments to ensure seamless integration and support of IT services.
• Communicate service desk performance, challenges, and improvements to upper management.
• Manage vendor relationships pertinent to service desk operations and tools.

SUPERVISORY RESPONSIBILITIES

Directly supervises exempt and/or nonexempt team members. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

Requirements

EDUCATION:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL certification or equivalent is preferred.

EXPERIENCE:

• Minimum of 10 years of experience in IT support or service desk roles, with at least 5 years in a managerial capacity.
• Demonstrated experience in service delivery using the ServiceNow ticketing platform, including advanced workflow optimization required.
• Proven track record in managing call center operations and analyzing related performance metrics.

KNOWLEDGE, SKILLS, OR ABILITIES:

• In-depth knowledge of IT service delivery best practices and frameworks.
• Proficiency in using and optimizing the ServiceNow platform for service desk operations.
• Strong analytical skills to interpret and report on performance data and implement improvements.
• Excellent leadership abilities, with a focus on team development and performance management.
• Exceptional communication and interpersonal skills, with a strong customer service orientation.
• Ability to handle high-pressure situations and make informed decisions promptly.

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