Service Desk Shift Manager
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Client Services |
Job Location: |
Kansas City, MO |
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The Manager – Service Desk is accountable for managing a team of enterprise level specialists to provide superior support of Layered Tech product offerings. The Manager – Service Desk will ensure the successful, proactive monitoring and support of Layered Tech clients through trend analysis, performance management and day to day support of technical contact center activities. The Service Desk will work closely with the Operations Administration team to improve the client experience through efficient and effective resolution of client incidents and requests.
Job Responsibilities
- Deliver superior enterprise level client service through professional, comprehensive, and timely communication for all Incidents and Requests for Change
- Coach and mentor staff through regularly scheduled performance reviews
- Implementation of programs that lead to improvements in support and request process/execution
- Management of client and infrastructure monitoring to drive effective and efficient support
- Drive improvements within Incident, Request and Change Management
- Ensure successful management of daily Service Desk ticket and monitoring duties
- Maintain and improve Client Satisfaction ratings
Job Requirements
- Ensure identification, resolution or escalation of client issues according to procedural documentation and training
- Ensure the Service Desk is providing and obtaining timely updates to/from relevant parties (internal and external)
- Monitor the Service Desk performance as to the management of incidents to resolution in a timely manner via Service Level Objectives
- Other duties as assigned
Critical Skills
- Previous leadership experience in an enterprise, IT or service provider environment
- Ability to quickly adapt to advancing technologies and procedural changes
- Ability to coordinate and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment
- Ability to work well in team environment
- Excellent verbal, written and analytical skills
- Ability to lead and manage a support staff
- Strong analytical, diagnostic, problem solving and communication skills
- Familiarization with Six Sigma and ITIL guidelines and practices
- Hands on experience with one or more of the following:
- Network and Systems technologies
- Network LAN and WAN (STP, Cisco Flexlink, OSPF, BGP, MPLS, QOS)
- Logical and physical ATM and Frame Circuitry
- Microsoft or Unix server OS
- Common web server applications (IIS, .net, Tomcat, etc.)
- Cisco routers and Switches
- Server Loadbalancers (F5, Cisco ACE, Inkra)
- E-genera
- Experience with Shell/Perl/Expect/PHP and/or other scripting languages, database administration, and/or web development technologies like HTML, XML, Java desired
- Technical certifications in areas of expertise (Cisco, Juniper, MS, ITIL, Nortel, Ciena)
- Previous experience with Project Management in a Service Desk environment
Education / Experience
- Bachelor’s Degree or equivalent education in related fields / or 5 years’ experience in related field
- 5+ years’ experience working in IT Service Provider industry at enterprise level
- ITIL Foundation Training / Certification (Certification required for management roles)
- Current/Active Certification or previous network and systems experience or associated fields
