Service Desk Manager

Isg Technology - Salina, KS

Full-time - Manager

Salina, KS

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Service Desk Manager is responsible for overseeing the daily operations of the Service Desk department, ensuring team performance aligns with company standards and service desk support KPIs. This role involves managing staff scheduling, training, and delivering both remote and onsite IT support to clients. The manager will also focus on strategic oversight, operational efficiency, and continuous improvement of service delivery.

Responsibilities

• Direct and oversee the day-to-day operations of the Service Desk department.
• Ensure team performance adheres to company quality and service desk support KPIs.
• Manage staff scheduling and training of team members.
• Deliver remote service support for clients and onsite support as needed.
• Support client services submitted via various ticketing methods including phone, chat, and email.
• Work with stakeholders to prioritize service desk resources to align with operational goals.
• Manage the execution of service desk operations and build operational KPIs.
• Oversee planning, tracking, documentation, and training of service desk personnel.
• Identify emerging technologies for training and advancement of junior personnel.
• Identify potential risks in service desk processes and develop mitigation procedures.
• Perform market analysis to identify new techniques for improving profitability and customer satisfaction.

Requirements

• Strong oral and written communication skills.
• Proven customer service skills with the ability to manage difficult situations.
• Leadership skills to inspire and lead a team effectively.
• Ability to organize and manage multiple priorities efficiently.
• Strong ethical standards and integrity in all actions.
• Strategic thinking and planning skills to achieve organizational goals.
• Detail-oriented with the ability to manage multiple tasks and communications.

Nice-to-haves

• Experience in IT service management or related fields.
• Familiarity with emerging technologies in IT support.
• Previous experience in a managerial role within a service desk environment.

Benefits

• Health insurance coverage.
• 401k retirement savings plan.
• Professional development opportunities.