Service Desk Manager

Responsibilities

Job Objectives: The Service Desk, Desktop Support, Executive Support and Application Support and Field Support serves as the focal point for the Essex computer user community, answering all service issues promptly and professionally while working to improve user productivity and reduce system downtime.

Principal Responsibilities Include:

Service Desk staff management
Ticket Support through answering phones, e-mails, IM /Chat, and walk-ups.
Executive Support (at Corporate Offices), Desktop Support, and Application Support (Tier 1 Only)
ServiceDesk Tool Administrative Support
Desktop Software Support (i.e., Snag-It, DocuSign, Survey Monkey, Etc.)
Knowledgebase and Process build and maintenance
Dashboard and Reporting to IT Leadership
Maintain Self Service model and continue to educate our end user community (Know IT Now!)

Property On-Site Support staff management
Remote Support and coordination of on-site support of our communities with third party providers (dispatch and follow-up)
Maintain standards of property technology, including upgrades and support of renovation projects and future collections communities. m– support and maintain standards

Management
Supervise the team and oversee operational support services, processes, service level agreements, standards and measurements.
Communicate expectations to the customer and consistently meet or exceed expectations.
Work to substantially decrease user downtime and reduce the costs associated with interruptions to user productivity.
Take ownership, escalate problems when necessary, involve and coordinate additional resources, and ensure problems are tracked to resolution and follow up.

Reports to: Director, IT Service Delivery

Supervises: Essex Service Desk & VIP Support Analysts, Application Support Analysts, and Field Support Lead

Job Status: Exempt full-time (work schedule subject to change). Not eligible for overtime.

Department: Information Technology

ESSENTIAL JOB FUNCTIONS:
Team Management and Staffing
Organize departmental resources to ensure day-to-day business is not interrupted during large-scale department projects.
Create, produce and maintain ticket statistics and performance reporting
Supervise activities of staff (i.e. participates in interviews, trains, coaches, appraises, rewards, motivates, recommends disciplinary action as necessary, etc.).
Hire and supervise internal support staff.
Build and manage project teams and/or coordinate staff to successfully deliver projects.
Coach, mentor, and motivate desktop support staff and contractors.

Customer Relationship Management
Understand the needs of the customer and maintain and develop the customer relationship.
Identify client support requirements for new services, tools and processes to manage and improve customer satisfaction.
Implement support standards, policies and procedures.
Provide regular status updates and communication of issues.
Facilitate development of appropriate services and service level agreements with service provider organizations, internal and external.

Project Management
Effectively manage, track and monitor desktop support projects.
Effectively communicate and manage desktop support project status to IS management, project sponsors and other stakeholders in a clear and concise fashion.

Standards Development
Collaborate to establish ITIL best practices, techniques, and tools for desktop support and development.
Work with others to specify desktop support standards, PC hardware standards, and software standards.

Other
Demonstrates behaviors that support performance improvement activities
Performs other duties as requested.
           
QUALIFICATIONS:Education: A+ certification or Microsoft Certification preferred.Experience: Minimum five years’ experience in a technical customer support environment. Minimum two years’ experience in management/supervisory role preferred.Skills: Perform standard management duties such as staff training and development, including preparing training programs, performance monitoring/feedback, ensuring work quality, preparing and administering performance evaluations, conducting career and disciplinary counseling, providing input/recommendations regarding new hires, transfers and terminations.
Oversee the development of desktop training programs to enhance employee retention and client support. 
Assist in writing departmental policy and procedure. 
Assure that major project rollouts such as, but not limited to, new hardware implementation and software upgrade implementations are completed within established timeframes.
Answer user questions and solve system, application software, and hardware problems and refer more complex questions/problems to appropriate support as necessary. 
Work with other groups in the Information Technology department in order to ensure quality problem resolution.
Use automated tracking software to document and track problems.  Must document, update, escalate as necessary, and follow-up on all customer calls.
Recommend and implement procedural changes.
Adhere to department expenses and capital budget.
Perform other duties as requested by Management.

WORKING ENVIRONMENT: Full time Some travel required. Must be able to sit, stand, walk, and see adequately to perform the required job duties.
Essex offers a comprehensive benefits package that reflects how much we value our associates and their families:

For regular full-time associates regularly scheduled to work at least thirty (30) hours per week:
• Medical, Dental, Pre-tax flex plan, Basic life insurance, Supplemental life, Short- and long-term disability, Accidental death insurance plans.

For part-time and full-time associates:
• Employer-matching 401(k) plan that offers financial planning and independent brokerage services.
• Wellness Program, 24-hour Employee Assistance, Service awards and Paid time-off.

Requirements

Qualifications