Service Desk Manager

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Summary

The Service Desk Manager is responsible for the Service Desks day-to-day activities. They include ensuring Service Level Agreements (SLA's) are fulfilled, managing a staff of support agents, monitoring operations, serving as the service-desk liaison to business-impacting initiatives, and regularly updating the Manager of IT Service Operations and VP of Infrastructure of critical issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Manage the Service Desk staff to include supervision; coordinating schedules; training, coaching, and mentoring; and completing performance evaluation
• Oversee the development, implementation, and administration of service desk staff training procedures and policies
• Responsible for assuring users are provided efficient and timely first level support on a 7×24 basis.
• Remains on-call during off-peak hours to respond to support service issues.
• Work with the Manager of IT Service Operations to review, and revise Service Desk processes and procedures
• Drive Ticket Deep Dive and develop strategies for continuous improvement
• Attend Change Control meetings and inform Service Desk of pending changes
• Proactively engage Project Management Office to ensure Project Managers and Business Relationship Consultants are keeping the Service Desk informed of initiatives that will impact the Service Desk.
• Establish regular input and communication from Project Managers, Business Relationship Consultants, Information Security, and Enterprise Applications to understand customer issues and opportunities to improve Service Desk operation, procedures, and customer responsiveness.
• Work with the Manager of IT Service Operations to develop and enforce request handling and escalation policies and procedures.
• Play a key role in Service Desk's Continuous Service Improvement efforts
• Oversee intake, response, and closure of requests, incidents, tasks, and problems
• Manage urgent and complicated support issues, serving as an escalation point as necessary
• Develop daily, weekly, monthly, and annual productivity and performance reports
• Oversee development help sheets, usage guides, and FAQs for knowledge base
  
  

QUALIFICATIONS:

• Managed direct reports.
• Attention to detail.
• Ability to multi-task.
• Solid written and verbal communication skills.
• Interpersonal skills to develop relationship within the system to enhance the appropriate flow of information.
• Strong Analytical skills and a self-starter attitude necessary.
• Strong desire to work on smaller team with an entrepreneurial experience.
• Experience working in dynamic and fluid organizations within a small team environment a plus.
  
  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Supervisory Responsibilities

College Degree preferred, and 2-4 years related experience.

Yes

CERTIFICATES, LICENSES, REGISTRATIONS

Microsoft Certifications a plus

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

NOTE: This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, Frontline Homeowners Insurance reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change.

I have carefully read and understand the contents of this job description. I understand the responsibilities and duties expected of me. I also understand that this job description does not constitute a contract of employment nor alter my status as an at will employee. I have the right to terminate my employment at any time and for any reason and Frontline Homeowners Insurance has a similar right.