The Service Desk / Client Operations Manager’s role is to manage the Service Desk staff resources and operations to ensure that Feeding America staff and MBS network subscribers are receiving a consistent high-level of assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user Service Desk requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Manager will also contribute to change management efforts, regarding new technology adoption by the user community, including communication and training. Continued process improvement with an eye towards better customer service is also a critical aspect of this role.
Areas of Responsibility:
- Establish Service Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
- Manage the processing of incoming calls to the Service Desk via telephone, e-mail and web to ensure courteous, timely, and effective resolution of end user issues.
- Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Maintain and enforce request handling and escalation policies and procedures.
- Manage all Service Desk / Client personnel. This would include establishing goals, conducting reviews, coaching, mentoring, and developing staff.
- Instill a philosophy of “Shift Left” within the Service Desk team where issue resolution is shifted closer to the customer on a continuous basis. This would include but not be limited to automation, self-service, knowledge management, and documentation of proven resolution approaches to specific issue or issue types.
- Manage asset acquisition and tracking (hardware for the office and personnel, desktop software and licensing)
- Contribute to the leadership team by providing input on strategic direction based on observations from the unique relationship the Service Desk has with the organization. Maintain awareness of new products and trends that can improve efficiency and quality of the service we provide.
- Develop and refine metrics to measure Feeding America’s quality of service. These would be used to ascertain the impact of specific process improvement initiatives.
- Ensure the Service Desk team is maintaining the desktop software and hardware as appropriate to maintain high functionality and availability while minimizing security vulnerabilities.
- Aid in the creation and maintenance of knowledge bases, and frequently asked questions resources on our Intranet to aid in problem resolution and staff self-service training
- Identify, recommend, develop, and implement end user training programs to use the right technology proficiently to support the way they work.
Educational Background:
BA/BS or equivalent experience.
Skills/Experience:
- 5 years of experience with managing Service Desk (Help Desk) operations and staff including background in customer service, process improvement, and personnel development.
- Demonstrated progressive experience in the management of a technical support team.
- Familiarity with relevant frameworks like ITIL to help drive maturation of the Service Desk approach and continuously improve the quality of service we deliver. ITIL certification preferred.
- Knowledge of Microsoft operating systems, office products, and System Center sufficient enough to guide the team and work with system experts to improve and maintain our environment.
- Skills in problem analysis and communications.
- Demonstrated ability to manage projects and initiatives within budget and timelines.
Job Function:
Organization Info
Listing Stats
Post Date:
Mar 29 2018
Active Until:
Apr 29 2018
Hiring Organization:
Feeding America
industry:
Nonprofit