Service Desk Manager
Job Details
High Touch Headquarters - Wichita, KS
Full Time
4 Year Degree
Information Technology

Position Summary:

The Service Desk Manager is responsible for leading a team of Tier 1 and Tier 2 support technicians.  She/he will be accountable for ensuring support technicians have access to the proper tools, resources and training to satisfactorily meet or exceed customer expectations and performance measurements. 

Key Responsibilities:

  • Directly manage Tier 1 and Tier 2 support technicians. 
  • Provide expertise and insight into the development of proper Key Performance Indicators (KPI’s). 
  • Monitor ticket response and resolution time and hold the support technician team accountable to meeting ticket response and resolution time as defined. 
  • Train new staff on proper procedures.
  • Monitor and analyze opportunities for improvement regarding service delivery time and other KPI’s and provide insight and recommendations for improvement to the Customer Experience Manager.  
  • Participate in root cause analysis activities for internal and external customer issues and provide recommendations for improvement.  Consistently seek continuous improvement efforts to ensure customers are receiving exceptional customer service as defined by KPI’s.   
  • Oversee service tickets notes and documentation to ensure proper data is entered into the system.
  • Ensure the support technician teams enters time daily and accurately. 
  • Manage Service Level Agreements (SLA’s).
  • Provide appropriate development opportunities for employee growth.
  • Stay abreast of industry standards and benchmarks as it pertains to service desk management.
  • Perform dispatch duties as needed. 
  • Additional duties as assigned.

Required Knowledge, Skills and Abilities:

  • 3-5 years of work experience in a support center environment with direct supervisory experience.   
  • Previous experience managing and monitoring support desk reporting and KPI’s.
  • Experience navigating customer support issues to successful resolution
  • Knowledge of supported software and technologies
  • Proven ability to clearly and successfully communicate with all levels of an organization both internal and external.
  • Proven dedication, persistence, follow-up, effective utilization of provided resources and unbeatable customer service.

Work Environment and Physical Requirements:

  • Office environment majority of the time with frequent use of computers, phones, and other office equipment or digital tools. 
  • May be asked to travel, on a rare occasion, by land or air.
  • Ability to lift up to 20 pounds
  • Changing workload, priorities or demand may require, as needed, an adjusted or expanded work schedule. 

Competencies, Traits and Drivers critical to success:

Effective Communication; Active Listening; Effective leadership; Collaboration and Teamwork; Problem Solving; Organized and detail oriented; Drives Results; Self-motivated; Ability to adapt quickly to situations; Passion for coaching and mentoring a team.