Manager, Service Desk Hoiana

The Manager, Service Desk is responsible for leading a team of support representatives to enable the success and satisfaction of end user support. This position will also be responsible for ensuring that data from the end users is being reported properly throughout the organization along with ensuring the team is focused on the success of our platform and products. This position requires exceptionally strong time-management skills, leadership ability, strong verbal and written communication skills, superior customer service skills and strong technical abilities.

Duties may include but not limited to:

• Lead a team of technical minded individuals
• Ensure success of each team member by providing guidance and training
• Handle all escalations that come from within the business and externally
• Manage a 24/7 support roster; including scheduling and shift coverage
• Provide feedback, coaching/training, and disciplinary plans
• Interaction with both our vendors and users for escalations
• Take ownership of incidents and managing them in a logical and methodical manner
• Ensure all incidents are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
• Manage faults through their entire life cycle from the first point of contact through to resolution, proactively keep the customer informed of progress
• Identify and recommend solutions for repeat issues or service risks into service management teams
• Ensure effective management of issues raised via telephone, email, self-service and face to face and handle the resulting incidents or service requests, using agreed incident management and request fulfilment processes
• Conduct IT trouble/incident ticket reviews
• Investigate documentation for resolution of known problems
• Monitor server and network services and escalates through given workflow procedures
• Proactively contribute to continuous service improvement through identification of process improvements and problem prevention