Duties and Responsibilities

·         Manage a team of Service Desk professionals, lead professionals, and supervisors/team leads.
·         Practice Total Contact Ownership.
·         Perform interviews for new professionals and provide feedback for promoting professionals. 
·         Must have Service Desk professional experience.  Must be able to assist with customer inquiries if necessary.
·         Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
·         Participate in the development of a service level agreement and ongoing management of service level compliance. 
·         Create and maintain a training program for increased business, customer service and technical knowledge.
·         Participate and assist in driving the knowledge management process. 
·         Lead and participate in projects.
·         Develop and demonstrate an understanding of customer and business needs.
·         Resolve escalated customer and vendor issues.
·         Resolve daily issues of a complex scope that impact the team and overall business objectives.
·         Prepare staffing plans.
·         Manage Service Desk resources for optimal performance.  This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off. 
·         Maintain a high level of employee morale within the team.
·         Obtain equipment, tools, and space needed to allow team members to adequately support the customers.
·         Develop and update plans for new product/service releases.
·         Prepare the support team for new product/service releases.
·         Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.
·         Assist the Managed Desktop Tower Lead with the preparation and administration of departmental budget and business plans and metrics.
·         Manage the creation, distribution and analysis of operational, business and financial reporting.
·         Participate in and drive participation of the Service Desk in the organizations change management process. 
·         Perform director's responsibilities in his or her absence.
·         Develop and enhance cooperative interdepartmental and vendor relationships and communications.
·         Maintain current knowledge of industry trends and potential impact on the support business.   

Skills / Attributes Required

·         Experience of managing a team within a Helpdesk environment.
·         Thorough knowledge of Windows operating systems
·         ITIL certification is desirable
·         Demonstrable evidence of influencing positive change within a helpdesk environment.
·         Ability to lead teams effectively both through structured coaching and delivering by example.
·         Thorough knowledge of service desk operations to include a good knowledge of IT best practices, industry trends and customer service.
·         A good awareness of software providers within the IT Helpdesk marketplace.
·         Excellent written and verbal communication skills.