Service Desk Director

December 20

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Base8

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11 - 50 employees

🏢 Enterprise

☁️ SaaS

Description

• Manage service desk team members and their overall daily activities. • Manage the dispatch process of service requests to ensure full utilization of resources. • Manage the dispatch process of field technicians to ensure full utilization of resources. • Improve usage of Support resources and increase the productivity of the team. • Communicate with all parties in a constructive manner to guarantee customer expectations are met. • Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary. • Perform customer follow-up to verify final resolution and determine satisfaction level. • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively. • Provide accurate reports and metrics to company management on the status of delivery Service Level Agreements across all clients. • Understand service desk objectives and the role and function of each team member. • Manage the team's development by ensuring that daily tasks and activities match their career interests. • Assist the service desk team in design and development tasks. • Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production. • Identify areas for improvement and make constructive suggestions for change. • Continually seek opportunities to increase customer satisfaction and deepen customer relationships. • Escalate service desk issues to the CTO as required. • Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions. • Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc. • Maintain specific knowledge of the customer and how our service relates to their business strategy and goals. • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs. • Conduct performance evaluations and mentor those with less experience. • Develop training programs to develop and refine the skills of the service desk team. • Facilitate regular service desk team meetings and service board reviews. • Document internal processes and procedures related to duties and responsibilities. • Enter all work as activities, service tickets, or project tickets in ConnectWise. • Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry.

Requirements

• 15+ years of experience of IT/MSP experience, with ticketing system • Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Sonic Wall CSSA, Connect Wise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP • Knowledge and experience in cross-functional management methods and techniques • Knowledge of industry applications, processes, software, and equipment • Strong organizational, presentation, and customer service skills • Skills in strategic planning with an ability to think ahead and make long-term plans. • Strong leadership skills and getting results with a strong customer orientation. • Understanding of support tools, techniques, and how technology is used to provide services. • Excellent communication skills in English, both written and oral.