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IT Service Desk Manager

IT Service Desk Manager

Mytech PartnersLakewood, CO, United States
Hace 1 día
Tipo de contrato
  • A tiempo completo
Descripción del trabajo

IT Service Desk Manager

Department : Leadership

Employment Type : Full Time

Location : Lakewood, CO

Compensation : $50,000 - $80,000 / year

Description

The Service Manager will lead the service team to deliver premium customer service to Mytech clients. They will assure the proper technical aptitude and training of the service team to meet response targets, resolution targets, and client service targets while maintaining profitability standards. The Service Manager will strive to Make I.T. Easy for our clients by ensuring that their team is efficiently and effectively resolving client support related issues and delivering an exceptional client experience.

Key Responsibilities

  • Manage direct reports (1 on 1, Quarterly Performance Reviews, Team Meetings and Daily Huddles)
  • Conduct quality assurance and managed services launch meetings with new clients
  • Report department performance weekly to Branch GM
  • Direct staff development and training programs
  • Contribute to the creation, training, and maintenance of service delivery processes, procedures, templates, and best practices
  • Research and respond to all negative\neutral CSAT's, implement corrective action, and provide timely
  • coaching to team members
  • Review\Audit and close service tickets in accordance with Mytech defined process
  • Complete all HR function for the department (Timesheet and Expense approval, Payroll and PTO administration, Hiring and Terminations)
  • Review agreement profitability and make the necessary recommendation and service delivery changes to meet predefined targets
  • Management of department assets (Fleet, Inventory, Tech Tools, Parts bins)

Skills, Knowledge and Expertise

  • Commitment to support and promote Mytech's mission, vision, and values.
  • Analytical thinking and problem-solving ability.
  • High level of business and organizational aptitude.
  • Flexibility to work and adapt in a rapidly changing environment.
  • Desire to work as a team player.
  • Ability to directly manage and train a team of individuals.
  • Strong customer service and interpersonal skills.
  • High school diploma or higher strongly recommended.
  • Proficiency with technology required.
  • Outstanding ability to build rapport with customers and direct reports.
  • Outstanding ability to build rapport with customers and direct reports.

    • Benefits

    Mytech offers a comprehensive benefits package which includes :

  • 12 days of accrued vacation in your first year
  • 6 days Sick time
  • 8 hours of volunteer time
  • Medical, Dental, and Vision insurance (employee portion fully paid)
  • Company paid Life, STD, and LTD
  • Professional Development Plan
  • 401k with company match
  • Profit Sharing
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    It Service Desk Manager • Lakewood, CO, United States