Information Technology Service Desk Manager
CurrentCoordinating, and directing IT related organizational activities at the service desk ensuring phones are answered and IT requests are resolved in a timely manner based on established SLAs. Effectively communicating job expectations; planning, monitoring and appraising job results; coaching, counseling and disciplining employees; initiating coordinating and enforcing systems, policies and procedures. Responsible for aligning and streamlining IT Department operations with organizational business objectives. • Planning, coordinating, and directing IT daily activities at the service desk.• Managing a team of Service Desk Technicians.• Identifying areas for business process improvement.• Consistently modeling superb customer service. • Ensuring phones are answered and issues are addressed in a timely manner.• Providing reporting and metrics on calls and tickets.• Assisting in the communication & implementation of new organizational initiatives.• Developing business case justifications and cost/benefit analyses for IT spending. • Developing & maintaining knowledge base for IT.• Benchmarking, analysis, reporting, and recommending improvements to IT operational delivery processes.
