IT Service Desk Manager

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

Benefits

Mytech offers a comprehensive benefits package which includes :