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The Service Desk Manager is a high-profile, strategic position that will serve to continuously elevate and sustain a high level of IT support and service to key stakeholders throughout the organization. The Service Desk Manager will be responsible for managing and mentoring the service desk team, directing all processes for user support and issue resolution, and will actively collaborate with IT Leadership to ensure the Service Desk is well-positioned to maintain a high level of customer service.

  • Lead Service Desk Team and outsourced services in providing the highest quality of Tier 1 and Tier 2 technical support and customer service to the organization.
  • Oversees all aspects of the support and resolution process, verifying that all tickets and issues are properly assigned and remediated in a reasonable timeframe.
  • Set clear priorities and oversee effective time-management practices within the Service Desk Team
  • Develop and communicate organizational standards and measurable targets for customer service and IT support performance.
  • Mentor, manage and inspire the Service Desk Team to meet or exceed service level targets; lead through example and set the proper tone based on the situation.  
  • The chief advocate for the Service Desk to the organization, communicating and understanding the value of the Service Desk, while continuously collaborating with customers to set expectations and understand opportunities for improvement.
  • Collaborate regularly with IT Leadership to ensure the Service Desk is properly positioned to provide support and value throughout the organization.
  • Evaluate proposed new platforms, tools, or processes that may improve Service Desk performance and add value to the organization.
  • Establish and document best practices, operating, and audit procedures for critical technical support processes
  • Distill and deliver customer feedback to the Service Desk Team or other internal IT teams.
  • Collect and deliver Service Desk performance reporting and cost management analysis
  • Effectively manage, develop, and train the service desk team, including development and delivery of performance reviews
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Service Desk Manager

Internal Messina Group Opening | Learn about Messina Group here.

Service Desk Manager | Direct Hire

Chicago, IL

The Service Desk Manager is a high-profile, strategic position that will serve to continuously elevate and sustain a high level of IT support and service to key stakeholders throughout the organization. The Service Desk Manager will be responsible for managing and mentoring the service desk team, directing all processes for user support and issue resolution, and will actively collaborate with IT Leadership to ensure the Service Desk is well-positioned to maintain a high level of customer service.

  • Lead Service Desk Team and outsourced services in providing the highest quality of Tier 1 and Tier 2 technical support and customer service to the organization.
  • Oversees all aspects of the support and resolution process, verifying that all tickets and issues are properly assigned and remediated in a reasonable timeframe.
  • Set clear priorities and oversee effective time-management practices within the Service Desk Team
  • Develop and communicate organizational standards and measurable targets for customer service and IT support performance.
  • Mentor, manage and inspire the Service Desk Team to meet or exceed service level targets; lead through example and set the proper tone based on the situation.  
  • The chief advocate for the Service Desk to the organization, communicating and understanding the value of the Service Desk, while continuously collaborating with customers to set expectations and understand opportunities for improvement.
  • Collaborate regularly with IT Leadership to ensure the Service Desk is properly positioned to provide support and value throughout the organization.
  • Evaluate proposed new platforms, tools, or processes that may improve Service Desk performance and add value to the organization.
  • Establish and document best practices, operating, and audit procedures for critical technical support processes
  • Distill and deliver customer feedback to the Service Desk Team or other internal IT teams.
  • Collect and deliver Service Desk performance reporting and cost management analysis
  • Effectively manage, develop, and train the service desk team, including development and delivery of performance reviews

Learn More:

Sarah Benz

Vice President of Talent Acquisition

sbenz@messinagroupinc.com

847.692.0618

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