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Career
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It Service Desk Manager

IT Service Desk Manager

Arraya Solutions is looking for a Service Desk Manager to join our technology team! As the Service Desk Manager, you will oversee the delivery of a managed services help desk team. This role will focus on driving the service desk toward a best-in-class solution. You will be responsible for the day-to-day operations of the service desk, act as an escalation point on technical issues, and delegate duties as the resource manager.  Additionally, this position will be expected to oversee the 24×7 activities of the service desk.

We are seeking a Service Desk Manager who is passionate about technology, customer support, and being a mentor to junior team members. In addition, we’re looking for an enthusiastic leader who makes informed decisions based on key performance indicators and can build relationships and influence others within our managed services organization.

This role requires a strong leader who has a strategic vision and is comfortable owning the overall delivery of Service Desk.

Responsibilities

  • Manage remote work force
  • Interview and hire staff for growing help desk
  • Effectively manage, develop, and train the service desk team
  • Conduct annual reviews for employees
  • Set training goals and track progress for team
  • Manage call center agents and ensure coverage for 24 x 7 operations
  • Accountable for integrity of knowledge base
  • Participate in onboarding new customers
  • Review tickets for accuracy and drive consistency in delivery
  • Manage resources and deliver support that exceeds SLA goals on all incidents and service requests
  • Provide reports as requested by management
  • Set the tone through mentorship and leadership
  • Maintain and expand on established positive culture
  • Identify opportunities for continual improvement on service delivery
  • Participate in customer facing meetings, providing status updates on escalated issues
  • Provide Root Cause Analysis when appropriate
  • Ordering and inventorying laptop equipment and peripherals for internal employees

Requirements

  • 5+ years’ experience with Incident, Request, Change, and Major Incident Management
  • 5+ years’ experience in an IT Operational Leadership role (Service Desk or Ops)
  • 5+ years’ experience building and managing customer support teams
  • 3+ years’ vendor management experience
  • Well-spoken and charismatic leader
  • ITIL v3 or v4 Certified, preferred not required
  • Knowledge of best practices and industry proven methodologies
  • Understanding of contract scope, boundaries, and agreements
  • Experience with utilizing and customizing ITSM tools
  • Experience with procurement, asset management, and budgetary processes
  • Ability to influence others using thoughtful leadership and by setting the example
  • Ability to collaborate with other team members
  • Experience developing reports and dashboards to communicate with executive sponsors

Education and Training

  • College degree in Computer Science, Information Systems, Software Development, Project/Product Management, or Business Administration is preferred, or similar work experience

Position Type and Expected Hours of Work

  • This is a full-time, permanent position, 40 hours/week
  • This position can be 100% remote anywhere in the US and requires that you work EST hours. If you live locally to the corporate headquarters located in Blue Bell, PA it is preferred, but not required to work 85% remote with 15% requirement to be on site

If you want to work in an exciting, fast-paced environment with an opportunity for learning and development, please reach out to us today! Send your cover letter and resume to hiring@arrayasolutions.com or CLICK HERE to apply!