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Become A Service Desk Manager

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Working As A Service Desk Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Service Desk Manager Do At United Technologies Corporation

* Manage and lead team responsible for all IT Service Management processes and compliance including audits
* Actively manage all Service Desk requests to ensure service level standards are met or exceeded
* Ensure network and components are secure and audited regularly
* Lead efforts to keep abreast of leading edge technology in the IT/Infrastructure space
* Provide project management to implement technologies that will provide high availability, low cost, and be industry compliant
* Ensure software builds and deployment are automated and easily deployable
* Ensure proper engineering standards and methods are followed and work documented properly
* Integrate cross functionally with peers and management to ensure continuity in the overall system architecture and New Product Development execution
* Coach, recognize, and appraise team member’s performance effectively

What Does A Service Desk Manager Do At Kelly Services

* Manage the service desk team’s daily activities
* Function as the client’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
* Manage the dispatch process of service requests to ensure full utilization of technical resources
* Improve usage of IT Support resources and increase productivity of the team
* Communicate with all parties in a constructive manner to guarantee client expectations are met
* Maintain awareness of all outstanding client pre- and post-delivery issues and provide status to clients as necessary
* Perform client follow-up to verify final resolution and determine satisfaction level
* Interface with appropriate technical personnel for client problems as necessary
* Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
* Understand overall service desk objectives, as well as the role and function of each team member
* Manage the development of the team by ensuring that daily tasks and activities consider their career interests
* Assist the service desk team in design and development tasks
* Contribute to the continuity of computer services by providing the necessary leadership
* Drive problem investigations and resolution as required
* Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production
* Design and maintain process documentation for the service desk team
* Manage the process of implementing change efficiently and effectively
* Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
* Leverage systems (Telephony, Incident, KB) to improve the support process
* Additional Duties and Responsibilities:
* Identify areas for improvement and make constructive suggestions for change
* Continually seek opportunities to increase client satisfaction and deepen client relationships
* Escalate service desk issues to the Director of Managed Services as required
* Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
* Communicate escalated issues to clients: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
* Business awareness: specific knowledge of the client and how IT relates to their business strategy and goals
* Develop in-depth knowledge of the service catalog and how it relates to client’s needs
* Involvement in the design and building of new services
* Conduct performance evaluations and mentor those with less experience
* Develop training programs to develop and refine the skills of the service desk team
* Facilitate regular service desk team meetings and service board reviews
* Document internal processes and procedures related to duties and responsibilities
* Responsible for entering time and expenses in Connectwise as it occurs
* Review and approve the service desk team’s time and expenses sheets in Connectwise
* Understand processes in Connectwise by completing assigned training materials and blueprints on the Connectwise University
* Enter all work as activities, service tickets, or project tickets into Connectwise
* Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

What Does A Service Desk Manager Do At Evolver, Inc.

* Oversee and manage work production of Tier 1/ 2 Technicians across 8 different US regional locations and take corrective action as necessary
* Monitor the workflow to ensure minimum backlog and maximum productivity, and shall prepare documentation regarding any performance deficiencies.
* Assist in the management task of hiring, onboarding, training, and mentoring of Tier 1/ 2 Technicians and Service Desk Customer Support Analysts.
* Serve as a technical liaison to the government’s Contracting Officer Representative (COR) and operations leadership
* Develop and track performance metrics to ensure all SLA requirements are met
* Develop Standard Operating Procedures (SOP), guidelines, and entries into a Knowledge Management tool

What Does A Service Desk Manager Do At World Wide Technology

* Manage the people and processes associated with the Global Service Desk, including Asset Management, call center support, and dedicated on-site support at multiple remote locations
* Coach and mentor direct reports (Team Leads) who are directly responsible for their functional areas
* Work closely with your Product Owner to ensure all stakeholder needs are being identified and addressed
* Identify new ways to optimize processes by automating or eliminating tasks currently consuming the bandwidth of team members
* Set team KPI goals and track performance
* Coordinate complicated support issues, and act as escalation point for all requests and incidents
* Work closely with other Product Owners and Team Managers to ensure their Tier 2/3/4 teams’ work is of high quality and providing an optimal user experience
* Fill gaps, as needed, by personally covering the phones or routing tickets during peak times
* Assist in interviewing/hiring new team members across the entire Service Desk team
* Participate as a member of the IT Operations Leadership Team

What Does A Service Desk Manager Do At Leidos

* Provide initial training on the Navy Marine Corp Intranet (NMCI) Incident Management System and delta training for any new or enhanced capabilities.
* Develop procedures that support execution of Service Desk activities, to include process flows, defined roles and responsibilities, knowledge articles, and reporting schema to enable the establishment of appropriate touch points and engagements.
* Identify and implement opportunities for performance improvement of hardware, software, and any supporting infrastructure and supporting services.
* Provide on-site base/post/station technical support and incident resolution to all NMCI and ONE
* Net end user bases.
* Investigate, resolve, document, and report the causes and corrective actions in the NMCI Incident Management System for all incidents assigned by the Service Desk.
* Establish functional lines of support, communication, and authority between NGEN
* R program leadership, Leidos, and Navy Enterprise Network (NEN) customers.
* Measure and improve Service Desk performance, productivity, knowledge and profitability based on Service Desk performance metrics.
* Establish KPI metrics, reports and goals that are aligned with the long-term strategic direction of the DON ensuring customer service and productivity levels are achieved

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How To Become A Service Desk Manager

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Service Desk Manager jobs

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Real Service Desk Manager Salaries

Job Title Company Location Start Date Salary
ITS Tax Intra Area Desk Manager Ernst & Young U.S. LLP Boca Raton, FL Jul 07, 2015 $140,000
Service Desk Manager Vistronix, LLC Reston, VA Oct 20, 2014 $138,831
Service Desk Manager Tetra Pak Global Information Management Americas Denton, TX Oct 28, 2012 $120,000
Global Service Desk Manager Sintec Media Inc. New York, NY Aug 05, 2014 $112,350
Service Desk Manager, Americas Robert Walters Associates California San Francisco, CA Apr 10, 2014 $85,000

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Top Skills for A Service Desk Manager

ServiceDeskStaffProceduresDesktopSupportItilHardwareCustomerSatisfactionWindowsXPRemoteServiceDeliveryIncidentManagementInfrastructureActiveDirectoryProblemManagementSlasKeyPerformanceIndicatorsKnowledgeBaseAssetManagementManagementProcessHelpDeskPC

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Top Service Desk Manager Skills

  1. Service Desk Staff
  2. Procedures
  3. Desktop Support
You can check out examples of real life uses of top skills on resumes here:
  • Reviewed Resumes and Conducted Testing/Interview Process for All Service Desk Staffing.
  • Created and updated documentation for policies and procedures.
  • Managed staff of up to 8 Service Desk analysts and seven Desktop Support analysts.
  • Configured Help Desk Ticketing System for ITIL Compliance.
  • Recommended changes to improve systems and network configurations, and determined hardware and software requirements related to such changes.

Top Service Desk Manager Employers

Service Desk Manager Videos

Conhecendo Desk Manager Software

Service Desk Manager

Gaurav Mehra, Service Desk Manager

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