Service Desk, Manager - Artech LLC
Los Angeles, CA 90032
About the Job
I am a recruiting consultant with Artech, and I am hoping I can help you find the perfect next opportunity for your career goals. You very well could be happy in your present role but might be looking for a more challenging project or maybe you want to explore opportunities outside your comfort zone. I am currently recruiting for a Service Desk, Manager for one of our direct clients in the US. Below are the specs for the role:
Job Title: Service Desk, Manager
Work Location: Los Angeles, CA 90032 (Hybrid; Local candidates ONLY)
Duration: Full Time/Permanent
Pay Rate Range: $100,000 - $127,000 Yearly
Working Days/Hours: The service desk area is a 24/7 operation and candidate must be agreeable to work nights, weekends, and holidays as required.
Job Description:
The Service Desk Manager will be responsible for overseeing all related operations of the support center, servicing all internal and external customers of Client. The Service Desk provides a centralized resource to answer questions, troubleshoot problems, and facilitate solutions to known issues. Methods of contacting the Service Desk include inbound phone calls, ITSM service portal, emails, and Now Virtual Agent. In collaboration with the Service Desk supervisors, the manager will ensure that all SLAs are being met across all verticals. In addition to maintaining daily operations, this role will be responsible for developing plans and road maps that consistently enable the forward movement of the service desk and enhancing service levels. The manager will be accountable for consistently evaluating and evolving standards and processes related to the service center. This role will ensure that current and future technologies are utilized or being planned. The manager will be responsible for building strong relationships internal to IT and the business to ensure proper communication and delivery of information is taking shape in an appropriate, efficient manner. This role will require strong analytical and written skills to help interpret data and provide direction on the next steps both to their immediate team and business partners.
Minimum Education:
• Bachelor’s Degree
Minimum Experience / Accountabilities:
**** U.S. citizenship required
• The service desk area is a 24/7 operation and candidate must be agreeable to work nights, weekends, and holidays as required.
• 5+ years of work experience in IT Management role with teams of at least 20+ resources
• Must demonstrate excellent written/spoken and communication skills
• Demonstrated experience in leading teams-oriented collaboration sessions
• Demonstrated knowledge of report evaluation and analytics
• Proven experience in implementing and supporting service-oriented tools
• Proven experience in service-related concepts, practices and procedures including ITIL methodologies.
• Directly supervises assigned staff. Recruits, screens, hires, and trains. Evaluates employee performance and provides guidance and feedback to staff. Counsels, disciplines, and terminates employees as required.
• Demonstrate operational leadership by meeting the Service Desk departmental standards and goals related to inbound phone calls, tickets, emails, and Now Virtual Agent. Manage process for communicating outages/emergencies and alerts to the organization through a timely, accurate, and efficient Incident Management process.
• SME for ITSM with oversight of the following applications Incidents, Requests, Problems, Knowledge Articles, and Change. Must ensure Service Desk timely processing and escalations.
• Provide daily, weekly, and monthly activity reports. Content must be accurate, objective, and complete. Reports should recommend appropriate actions or strategies for improving performance. Must meet deadlines for submitting reports.
• Manage I.S. Purchasing Coordinators responsible for purchasing hardware and tracking inventory. Ensure accurate product data and documented inventory management procedures are maintained.
• Develop and maintain essential Service Desk resources to include Standards Operating Procedures and Knowledge Articles, which are necessary tools for First Call Resolution, customer self-service, and staff training purposes.
• Network with professional counterparts inside and outside the Client health system. Participates in professional associations to stay informed of new developments in the industry. Make recommendations to senior management regarding technology changes based on business needs.
• Manage vendor relationships as it depends on daily operational needs. Directs and manages the delivery/deployment of complex projects and lends technical assistance to others as needed.
• Perform other duties as assigned.
Click “APPLY” to send your resume for this role or you can send an email to me at Sai.Gayatri@artech.com. You can also reach me directly at 973.507.7585.
Artech has been an employer-of-choice for 27 years, proudly serving over 80 Fortune 500 companies. We have dedicated professionals that will help you with your next career move. Our recruiters will listen carefully to your career goals and then match your skills and aspirations to various open roles. There is nothing we are more passionate about than finding candidates a rewarding job that makes them happy. Artech is an EEO Employer.
Job Title: Service Desk, Manager
Work Location: Los Angeles, CA 90032 (Hybrid; Local candidates ONLY)
Duration: Full Time/Permanent
Pay Rate Range: $100,000 - $127,000 Yearly
Working Days/Hours: The service desk area is a 24/7 operation and candidate must be agreeable to work nights, weekends, and holidays as required.
Job Description:
The Service Desk Manager will be responsible for overseeing all related operations of the support center, servicing all internal and external customers of Client. The Service Desk provides a centralized resource to answer questions, troubleshoot problems, and facilitate solutions to known issues. Methods of contacting the Service Desk include inbound phone calls, ITSM service portal, emails, and Now Virtual Agent. In collaboration with the Service Desk supervisors, the manager will ensure that all SLAs are being met across all verticals. In addition to maintaining daily operations, this role will be responsible for developing plans and road maps that consistently enable the forward movement of the service desk and enhancing service levels. The manager will be accountable for consistently evaluating and evolving standards and processes related to the service center. This role will ensure that current and future technologies are utilized or being planned. The manager will be responsible for building strong relationships internal to IT and the business to ensure proper communication and delivery of information is taking shape in an appropriate, efficient manner. This role will require strong analytical and written skills to help interpret data and provide direction on the next steps both to their immediate team and business partners.
Minimum Education:
• Bachelor’s Degree
Minimum Experience / Accountabilities:
**** U.S. citizenship required
• The service desk area is a 24/7 operation and candidate must be agreeable to work nights, weekends, and holidays as required.
• 5+ years of work experience in IT Management role with teams of at least 20+ resources
• Must demonstrate excellent written/spoken and communication skills
• Demonstrated experience in leading teams-oriented collaboration sessions
• Demonstrated knowledge of report evaluation and analytics
• Proven experience in implementing and supporting service-oriented tools
• Proven experience in service-related concepts, practices and procedures including ITIL methodologies.
• Directly supervises assigned staff. Recruits, screens, hires, and trains. Evaluates employee performance and provides guidance and feedback to staff. Counsels, disciplines, and terminates employees as required.
• Demonstrate operational leadership by meeting the Service Desk departmental standards and goals related to inbound phone calls, tickets, emails, and Now Virtual Agent. Manage process for communicating outages/emergencies and alerts to the organization through a timely, accurate, and efficient Incident Management process.
• SME for ITSM with oversight of the following applications Incidents, Requests, Problems, Knowledge Articles, and Change. Must ensure Service Desk timely processing and escalations.
• Provide daily, weekly, and monthly activity reports. Content must be accurate, objective, and complete. Reports should recommend appropriate actions or strategies for improving performance. Must meet deadlines for submitting reports.
• Manage I.S. Purchasing Coordinators responsible for purchasing hardware and tracking inventory. Ensure accurate product data and documented inventory management procedures are maintained.
• Develop and maintain essential Service Desk resources to include Standards Operating Procedures and Knowledge Articles, which are necessary tools for First Call Resolution, customer self-service, and staff training purposes.
• Network with professional counterparts inside and outside the Client health system. Participates in professional associations to stay informed of new developments in the industry. Make recommendations to senior management regarding technology changes based on business needs.
• Manage vendor relationships as it depends on daily operational needs. Directs and manages the delivery/deployment of complex projects and lends technical assistance to others as needed.
• Perform other duties as assigned.
Click “APPLY” to send your resume for this role or you can send an email to me at Sai.Gayatri@artech.com. You can also reach me directly at 973.507.7585.
Artech has been an employer-of-choice for 27 years, proudly serving over 80 Fortune 500 companies. We have dedicated professionals that will help you with your next career move. Our recruiters will listen carefully to your career goals and then match your skills and aspirations to various open roles. There is nothing we are more passionate about than finding candidates a rewarding job that makes them happy. Artech is an EEO Employer.
Source : Artech LLC