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Core Business Services

Service Desk Manager

Service – Medford, Oregon
Department Service
Employment Type Full-time
Minimum Experience Manager/Supervisor

JOB SUMMARY

The Service Desk Manager (SDM) is directly responsible for the critical components of the Service Department outlined below; with a primary objective of providing an exceptional experience and high customer satisfaction with CORE’s service delivery while ensuring SLAs are met. The SDM is the direct supervisor of Service Team (Help Desk, Bench and Field). As a team leader, the SDM must be a champion of CORE’s culture, leading by example and promoting camaraderie whenever possible.

ESSENTIAL FUNCTIONS OF THE JOB

Ensure an exceptional experience is consistently provided to all client through the appropriate handling and efficient resolution of service tickets and service delivery
o   Realign team member priorities based on service ticket loads and urgency of client needs 
o   Ensure timely delivery of products and scheduling of bench and field work
o   Ensure escalated tickets are handled by the appropriate resource and resolved timely
o   Resolve client support requests and assist team members whenever possible to expedite resolution

Serve as initial point of contact for client inquiries regarding service delivery
o   Listen to client feedback and provide exceptional customer service
o   Research ticket status and communicate action plan to client and assigned team members
o   Follow through to ensure timelines and other commitments are met

Coach all Services team members to develop their skills, follow defined processes, and become well-rounded contributors to the team

Provide timely and accurate completion of administrative tasks related to the service delivery
o  Monitor and report on SLA/KPI’s adherence to ensure idle tickets are driven forward and clients are informed of ticket status
o  Review and approve all Pre-Sales Engineering (PSE) requests to ensure recommended is approve and ensure items that need escalated project scoping requests appropriately to the Client Success team
o  Assist with the updating and creation of SOPs, Knowledgebase articles and client information management
o   Review all timesheets for team members to certify accuracy before approving in ConnectWise
o   Construct and maintain a team of loyal customer service enthusiasts
o   Ensure service and on call staffing levels are met to ensure delivering of service
o   Maintain service forecasts to provide accurate financial forecasting

Perform other duties as assigned

SKILLS AND ABILITIES

·         Strong leadership, communication, problem resolution, and conflict management skills
·         Ability and desire to provide exceptional customer service
·         Ability to act with a sense of urgency while paying attention to detail
·         Ability to multi-task effectively and thrive in a fast-paced environment
·         Ability to communicate in a positive, effective, and efficient manner
·         Ability to work independently and as part of a team
·         Ability to prepare, organize and present information to groups of people
·         Ability to match CORE solutions to prospective client needs
·         Ability to work afterhours and on-call shifts
·         Familiarity with LAN/WAN design and troubleshooting
·         Familiarity with Windows operating systems: Windows (XP,7,8,10) Window Server (SBS,2008 R2,2012, etc.)
·         Proficient with typing, use of Microsoft Office Applications, and the Internet

EXPERIENCE REQUIREMENTS

·         Minimum of three (3) years’ experience supervising, managing, or leading a team of direct reports
·         Minimum of five (3) years’ experience providing excellent exceptional service directly to end users
·         Minimum of five (2) years’ experience in an IT support or consulting role
·         Minimum of five (2) years’ experience with Microsoft Exchange & Microsoft Active Directory
·         Minimum of five (2) years’ experience with LAN and WAN configuration, setup, and troubleshooting

EDUCATION / CERTIFICATION REQUIREMENTS

·         A BA/BS in related field is preferred
·         One or more of the following industry certifications Net+, MCSA/E, MOS, CCNA, are preferred
·         Possesses valid driver’s license and proof of insurance, acceptable driving record, and reliable transportation

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  • Location
    Medford, Oregon
  • Department
    Service
  • Employment Type
    Full-time
  • Minimum Experience
    Manager/Supervisor
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