About the Team/Role
We are seeking a highly skilled and forward-thinking Technology Service Desk Manager to lead our support team into the next generation of service excellence. The ideal candidate will have a strong background in IT Service Management (ITSM), a passion for driving automation and self-service, and a proven track record of exceeding industry service level agreements (SLAs) through the effective use of KPIs and metrics.
How you’ll make an impact
Supervise the daily operations of a global Service Desk team in a fast-paced, deadline-driven environment, ensuring that staffing and skill levels are appropriately maintained.
Manage and assign incidents to ensure service levels are maintained.
Develop, document, and implement standard operating procedures for the Technology Service Desk.
Work with business managers to identify areas of improvement.
Analyze metrics and trends to identify improvement opportunities.
Resolve escalations and complex issues promptly and efficiently with superior customer service.
Manage the performance of the Service Desk Specialists.
Assist Service Desk Agents, working tickets when workloads are high, or where additional experience is required.
Provide exceptional customer service and Technology Support to the WEX population for all end-user services.
Recommend procedures and controls for problem prevention, work closely with third-level teams to acquire knowledge, document and publish in the knowledge base, and provide training to team members.
Share resolutions with the extended team and document them in the information knowledge base; provide training to team members as needed.
Take ownership and responsibility for the work being handled by the Service Desk Team.
Communicate customer expectations regarding resolution and timeframe, keeping users informed of progress.
Become familiar with WEX systems and resources; develop a solid understanding of IT operations, applications, systems, and business-related processes and procedures.
Provide support for IT Projects and IT Service Delivery initiatives.
Other duties as assigned.
Experience you’ll bring
A+, Net+, Security+, or applicable certifications are a plus
Experience in a leadership and/or mentoring role
Customer Service experience required
Deep understanding of ITSM principles, with experience implementing ITIL best practices
Ability to drive automation and self-service initiatives to improve efficiency and reduce user downtime
Strong analytical skills with experience using KPIs and metrics to measure and improve service desk performance
Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels
Oracle
Hogan Lovells
Patrique Mercier Recruitment
ACCT | Consulting & Technology
