IT Service Desk Manager (MSP)

Job title: IT Service Desk Manager (MSP)

Company: Chelsea Technologies

Job description: (South Florida – On-site)Chelsea Technologies is a well-established, rapidly growing technology solutions and managed services provider based out of New York and Florida, executing top-tier IT services in multiple states. Chelsea Technologies is a cloud first company, and we implement the latest and greatest cloud technologies for our clients who are primarily in highly regulated industries. Chelsea technologies is growing, and if you are seeking a role that will provide you with the opportunities necessary to build a rewarding and lucrative career, we would love to hear from you!What are we looking for?We’re hiring an IT Service Desk Manager as we continue to grow. You will have the satisfaction of resolving complex issues and taking responsibility for ensuring tickets are replied to in a timely matter. If you are ready to use your expertise and education in a unique and fulfilling environment, we are ready to reward your hard work with a competitive salary and benefits package. Excellent communication skills are necessary for this role. Your goal will be to ensure that our clients receive the best customer service and to ensure the client’s communication runs smoothly and efficiently.Description

• The Service Desk Manager works closely with colleagues to ensure consistent, high-quality service. You will lead a team of Dispatchers and Technical Service Engineers and be responsible for providing technical, policy, and procedural guidance. You will act as an internal advocate for our customers, and as a friendly, competent representative of Chelsea Technologies.
• The Service Desk Manager is responsible for ensuring that support services are being delivered to Chelsea Technologies’ customers in a timely, organized, and attentive manner. The Service Desk Manager is responsible for monitoring the team’s phone, email, chat, and ticket queues, ensuring that tickets are being created, scrubbed, assigned, updated, escalated, and resolved.
• The Service Desk Manager is responsible for balancing the team’s workload and informs their company leadership of issues regarding personnel, performance, customer perception, and project status. The Service Desk Manager is also responsible for the professional development of their reports and provides coaching to team members and feedback to other managers at Chelsea Technologies.

Essential Functions and Responsibilities:

• Oversee and Manage Dispatch and Service Desk Team
• Define, build, and deploy processes for Service Desk and Dispatch team.
• Contribute to the creation of standards and best practices and improve existing processes.
• Create an inspiring team environment with an open communication culture.
• Manage Tools – Ticketing System (ConnectWise), Knowledge Base (IT Glue), Phone System (Net2Phone, Mitel)
• Setup, deploy and manage live and historical dashboards.
• Coach and develop employees to expand upon their technical skills.
• Conduct and manage technical, tools and client-based trainings for Service Desk and Dispatch Team
• Engage in no less frequently than monthly performance coaching conversations with staff to identify areas for improvement, discover training needs, and provide career development guidance.
• Track and manage tickets by service boards, priority, escalations (Internal and Clients), and special Cases (On-boardings, Off-boardings, Time sensitive, Urgent requests)
• Proactively monitor assigned and open tickets, contacting customers when necessary, and ensuring tickets are updated on a timely basis.
• Proactively monitor staff phone, email, and queue availability, and make dynamic changes to schedules and resource allocation to continuously meet service level objectives.
• Continuously manage and evolve the coverage model to improve the overall customer experience.
• Stay in contact with clients – customer communication, Internal communication.
• Serve as an escalation point for complex customer issues.
• Monitor communications to ensure the Service Desk team provides patient, knowledgeable, helpful, and applicable advice to customers in a professional manner.
• Facilitate and foster customer feedback to improve the performance of the Service Desk and Chelsea Technologies’ services.
• Manage and track service desk calls (SLA) – Calls Answered vs Missed, Average response time, Average call duration / time, and Voicemail rate.
• Manage the scheduling and assignment of Dispatch and Service Desk staff and oversee the team as they provide highly responsive support to customers with attention to detail and quality.
• Manage scheduling for on-site requests (Clients), Field Engineers schedule (Service and Projects), Service Desk and Dispatch schedules.
• Manage Timesheets – Review, audit and approve timesheets for Dispatch and Service Desk Team.
• Manage dispatch Team – Ensuring Dispatch is pro-active with all responsibilities, answering phones calls, Documenting tickets (Correctly), Service Boards Management, Tickets Processing, Acknowledgement, Assignment, picking up patterns, monitoring re-open tickets, and VIP requests.
• Define and deploy skillet-based ticket routing.
• Work closely with company leadership to establish clear goals and metrics that the Service team will focus on throughout the year.
• Audit tickets, calls, processes, and SOPs (Timesheets, Internal, Customer facing)
• Hold the team accountable for results.
• Participate in Technical Business Reviews with Account Management and technical teams.
• Provide reporting (SLAs, Escalation, Calls) to management team on weekly basis and as needed (ad-hoc)
• SLAs (by POD) – Avg. response and resolution times
• Ticket closure rate (by POD)
• Ticket Open vc Closed (by POD)
• First contact resolution
• Backlogs
• CSR – Customer satisfaction ratings
• Escalation Rate
• Escalations / Accounts under fire
• Call Data
• Top re-occurring issues.

Skills & Requirements

• Bachelor’s degree in computer science, Information Technology, a related field, or equivalent experience
• Strong knowledge of ITIL, ITSM, Customer service and Customer success management
• Customer-focused, with an ability to understand and manage customer expectations.
• Ability to manage issues of diverse and ambiguous scope which require evaluation.
• Proven track record of success in identifying customer needs and implementing long-term solutions in an MSP environment.
• Experience using metrics to make data-driven decisions.
• Ability to build rapport and trust with customers and internal stakeholders on all technical levels.
• Strong organizational skills
• Professional written and verbal communication skills
• Ability to manage multiple tasks and projects with ease.
• Experience with ITSM best practices and ITIL standards
• General knowledge of contemporary information technology vendors and concepts found in small and mid-size businesses.
• 3 years of support leadership experience or leadership experience in a support environment
• Experience leading or managing very technical, customer-facing teams.
• ITIL Foundations certification
• Experience managing customer accounts in a customer-facing role.
• Technical certification from Microsoft, Fortinet, HP, AWS, or similar.
• *Must be located within Tri-county (Miami Dade, Broward, and West Palm) South Florida area.
• *Must possess a valid driver’s license and be able to commute to Chelsea Tech HQ and client sites.
• Ability to work flexible hours.
• Ability to multi-task.
• Strong attention to details.
• Ability to plan and priorities workload without supervision and ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.

Preferred Qualifications

• 3 years of support leadership experience or leadership experience in a support environment
• Experience leading or managing very technical, customer-facing teams.
• ITIL Foundations certification (preferred)
• Experience managing customer accounts in a customer-facing role.

Salary Range – 90k – 110k

Expected salary: $90000 – 110000 per year

Location: Fort Lauderdale, FL

Job date: Tue, 13 Feb 2024 23:07:06 GMT

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