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Service Desk Manager
Job Order #16281
Portland-Vancouver-Beaverton, Oregon - Added Jun 15, 2019

Full Description:

Our client is seeking an experienced Service Desk Manager to join their exceptional team of technical professionals!  You are dynamic, personable, organized & have top notch leadership skills. You live and breathe technology, are hugely collaborative and ultra team oriented. You also having an unwavering commitment to delivering nothing less than exceptional customer service. Ultimately, you love to lead, work with way-smart people and make exceptional IT happen.

 

Duties:

 

  • Provide supervision to the Technology Support staff to include, but not limited to, coaching, mentoring, assignment of duties, training, orientation, and performance appraisals; performs first line interviews for new hires; maintains Technology Support staff position descriptions and performance standards to promote employee engagement, and satisfaction

  • Regularly monitoring all Technology Support work tickets for appropriate assignment, and priority to ensure service levels are met or exceeded

  • Identify and manage end to end service delivery processes and disciplines to ensure complete customer satisfaction

  • Establish and maintain service delivery performance indicators including queue monitoring and display

  • Make recommendations for modifications to divisional or organizational processes related to the Technology Support department to meet organizational technology requirements

  • Creates, modifies, and maintains the departmental knowledge base system to provide updated technical documentation for systems, processes, and procedures

  • Maintains and monitors the departmental incident tracking system providing reports to leadership to identify incidents and request trends, outcomes, and service levels

  • Resource management; insuring availability of service desk personnel both onsite and in the field to meet client requirements

  • Acts as primary point of technical escalation for the IT Service Desk.

 

Requirements:

 

  • Bachelor's degree in Computer Science or Information Technology (OR) 5 years progressive technology related work experience

  • 5+ years of hands-on technical support experience

  • 3+ years experience in a Service Desk management role that includes:

  • Managing department, people and service delivery standards

  • In-depth knowledge of technology systems including Microsoft platforms and applications

  • Supporting diverse customer environments

  • ITIL certification preferred

 

Ready to apply? Please send your resume to Phillip at resumes@mbg.com

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