Job Description
Overview
A service-orientated, customer focused role, responsible for managing the daily operations of the service desk, managing the service desk team, capturing and reporting performance metrics to stakeholders and ensuring the service desk is continuously developing and improving.
Areas of responsibility include providing 3rd level hardware and software support to customers via telephone, email and chat, service desk ticket management. Building a high performing team and managing people effectively. Understanding the strategic vision for the service desk and to be able to set long-term direction of the team. Be able to think critically about systems and to make adjustments consistently as needed.

Responsibilities
Manage, develop and train service desk team
Document all service desk processes, and ensure service desk is consistently audited
Capture and report key performance metrics
Serve as escalation point for service desk technicians
Coordinate and manage all relevant stakeholders, including the service desk team, customers, and other internal teams

Qualifications
Education / Certifications: One-year related experience may be substituted for one year of education, if degree is required.
College degree or equivalent experience, technical degree beneficial. One of the following certifications desired; CompTIA A+, CompTIA Network+ or CompTIA Security+ required. Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL Foundation, HDI-CSR, MCSA Windows 10.

Experience:
5+ years of service desk and end-point support with 3 years in a management role
Direct experience with supporting Microsoft Windows, Linux and Office 365
Direct experience with IBM Maximo and ERP systems desired
Skills & Technology Used:
Excellent communication skills, capable of effectively communicating technical information in English, both written and verbal.
Outstanding customer service skills
Knowledge of Windows 10, Microsoft Office 365, Virtual Desktop Technology, Azure/AWS
Strong problem solving and troubleshooting skills
Organized, detail orientated and self-motivated.
The ability to research and understand technical documentation.
Excellent communication skills, capable of effectively communicating technical information in English, both written and verbal.
Outstanding customer service skills
Strong problem solving and troubleshooting skills
Organized, detail orientated and self-motivated.
The ability to research and understand technical documentation.
Works in a general office environment including computer rooms or remote

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