Service Desk Manager

Location: Fishers, Indiana
Date Posted: 08-11-2016
Service Desk Manager
The Service Desk Manager is responsible for helping deliver the overall success of the core offerings at Netfor:  technical help desk and customer service desk. This role helps lead the supervisors, team leads and non standard business hour employees be successful in their roles. This person views it their role to support and be a resource for the technical and customer service agents . The Service Desk Manager reports to the Service Delivery Manager.
  • Graduate of an accredited college or university or equivalent business experience
  • Minimum 3 years IT Support Management or Client Engagement experience, with specific experience in service desk and/or desktop support 
  • Deep understanding of Service Desk metrics, KPIs and Best Practices; ability to utilize metrics to identify opportunities for training and process improvement
  • Experience managing budgets
  • Experience working in an outsourcing or managed service environment is desirable
  • Experience building and managing teams
  • Strong teamwork, leadership, and employee motivational skills
  • Demonstrated analytical and problem solving skills
  • Ability to effectively communicate with all levels of the company, clients and other contracts
  • Excellent organizational and follow-up skills with strong attention to detail
  • Excellent verbal and written communication skills
  • Outstanding customer relationship skills
  • Must be motivated, adaptable, flexible, and able to produce quality results in an evolving, fast paced environment
  • Experience in report development, presentations and trending analysis
  • Understanding ITIL practices, with certification preferred
  • Demonstrated experience in continuous improvement initiatives, root cause analysis and project management
  • Other duties as assigned
This is a full time role with a growing company. While the responsibilities lie within the working hours of 8 a.m. – 5 p.m. as a manager of a 24/7 desk you may be required to work outside of office hours when necessary.
Minimum travel is expected for this position.
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