Service Desk Manager

Gfi Digital - Maryland Heights, MO

Full-time - Manager

Maryland Heights, MO

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Service Desk Manager at GFI Digital is a leadership role focused on managing and developing a customer-centric Service Desk team. The position requires a proactive and strategic leader who is dedicated to enhancing customer experiences and driving service excellence. The manager will be responsible for overseeing team performance, ensuring effective incident resolution, and implementing best practices to optimize service delivery.

Responsibilities

• Manage a team of support-focused engineers and evaluate performance against established expectations.
• Oversee the processing of incoming tickets to the Service Desk via telephone, e-mail, and IT Service Management ticketing system to ensure timely resolution of end user incidents and requests.
• Conduct customer performance analysis, customer network reporting, and SLA compliance oversight.
• Set high customer service standards and hold engineers accountable to those standards.
• Contribute to escalated problem resolution by providing in-person, hands-on support to end users when necessary.
• Establish measurable team goals and drive results to optimize team performance.
• Establish best practices throughout the technical support process, including recruitment, hiring, training, and support of engineers.
• Develop daily, weekly, and monthly reports on engineer productivity for the management team.
• Drive analytics to enhance customer experience, including customer health and predictive analytics.
• Establish and develop KPIs and benchmarks to measure success and support business growth.
• Develop a roadmap of tools or enhancements to optimize the customer experience.

Requirements

• 5+ years of experience managing teams.
• 5+ years of experience in a support leadership position.
• 3+ years of experience with ConnectWise or another ITSM Service Desk platform.
• Exceptional analytical and problem-solving skills with the ability to manage multiple priorities and meet deadlines.
• Strong leadership skills with a proven track record of hiring, motivating, and engaging teams.
• Ability to work well across functions and lead through persuasion, negotiation, and consensus building.
• Proven experience working with C-level client executives regularly.
• Excellent client relationship, team leadership, and delivery skills with effective communication across all organizational levels.
• Self-starter who works well under pressure and has great judgment.