IT Service Desk Manager

hace 2 semanas

Xico, México Marken A tiempo completo
Job Summary

The IT Service Desk Manager at Marken plays a pivotal role in ensuring the seamless operation of our IT service desk. This position involves overseeing and coordinating the day-to-day activities of the service desk team, providing technical support to end-users, and maintaining accurate records of service requests, incident reports, and resolutions.

This individual is responsible for fostering a positive customer experience by ensuring courteous and effective communication. They will work closely with the service desk team to manage incoming service requests, incidents, and support tickets, prioritizing tasks and assignments based on expertise and workload.

Key Responsibilities
  • Service Desk Operations:
    • Manage and prioritize incoming service requests, incidents, and support tickets.
    • Assign tasks and tickets to service desk technicians based on their expertise and workload.
    • Maintain a proactive approach to problem resolution and escalation when necessary.
    • Foster a KBA-driven culture, promoting self-service and issue resolution through documented knowledge base articles.
    • Ensure timely resolution and adherence to service level agreements (SLAs).
    • Maintain accurate records of service requests, incident reports, and resolutions.
  • Technical Support:
    • Provide first-level technical support to end-users, assisting with hardware and software issues.
    • Escalate complex technical issues to senior technicians or other departments/specialists as needed.
    • Ability to troubleshoot simple L1 issues and resolve them as needed.
    • Utilize escalation paths to correctly assign tickets to L2 or other departments with relevant information.
  • Customer Service:
    • Foster a positive customer service experience by ensuring courteous and effective communication.
    • Keep end-users informed about the status of their support requests and provide updates as necessary.
    • Gather feedback from end-users to identify areas for improvement in service desk operations.
  • Documentation and Reporting:
    • Maintain accurate records of service requests, incident reports, and resolutions.
    • Create and update documentation, including knowledge base articles and FAQs, to aid in issue resolution.
    • Generate and analyze service desk reports to identify trends and areas for improvement.
    • Develop and maintain PPT presentations for team meetings, client audits, and management calls.
  • Vendor and Asset Management:
    • Manage relationships with third-party vendors and service providers for equipment and software support.
    • Maintain an inventory of IT assets and equipment, tracking their allocation and maintenance.
  • Security and Compliance:
    • Ensure that security protocols and policies are followed when handling sensitive information or resolving security-related issues.
    • Assist in compliance audits and help implement necessary security measures.
Qualifications and Skills
  • Required Qualifications:
    • Strong written and oral English language proficiency skills.
    • High school diploma or equivalent; additional technical certifications or relevant coursework is a plus.
    • Proven experience in a service desk role managing technical issues.
    • Strong customer service and communication skills.
    • Proficiency in troubleshooting hardware and software issues.
    • Driven, self-starter, and motivated individual.
    • Knowledge of ITIL best practices is a plus.
    • Familiarity with ticketing systems and remote support tools.
  • PREFERRED QUALIFICATIONS:
    • Intune – basic knowledge.
    • MFA -Some Experience.
    • Azure (Entra ID) – Basic Knowledge.
    • PIM (Concept).
    • Exchange (Some knowledge preferred).
    • SharePoint (Backend Support).
    • Teams Admin / Teams Phones (required).
    • Mimecast and Crowdstrike (optional).
    • Azure Dev Ops (preferred).
About the Role

We estimate the salary for this role to be around $65,000 - $80,000 per year, depending on location and experience.

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