As the Director - IT Service Desk, you will be responsible for establishing and leading a world-class IT Service Desk practice. This role involves identifying and addressing operational inefficiencies, enhancing end-user services, and focusing on metrics to ensure high-quality service delivery. You will manage a technical support team, oversee customer service operations, and ensure timely resolution of technical issues. Additionally, you will be responsible for implementing escalation and communication procedures for crisis management, maintaining compliance with industry standards, and fostering a positive work environment that encourages teamwork and professional growth.
Leadership and Team Management:
Recruit, train, and support Service Desk representatives and technicians
Build and lead a team of IT professionals, providing guidance, coaching, and mentorship
Foster a positive work environment that encourages teamwork and professional growth
Service Desk Operations:
Oversee daily operations of the service desk to ensure timely and effective resolution of technical issues
Develop and enforce service desk policies, procedures, and standards
Manage escalations and ensure critical issues are resolved promptly
Utilize tools like FreshDesk, ZenDesk, and other service management platforms to streamline service desk operations
Integrate onshore and offshore operations to ensure 24/7 system monitoring
Prepare and distribute companywide communications on upgrades or downtime for technical projects well in advance
Customer Service:
Ensure a customer-focused approach in all service desk activities
Establish and maintain customer service standards, contributing to improving customer support
Collect and analyze feedback to continuously improve service desk performance
Performance Metrics and Reporting:
Develop and monitor key performance indicators (KPIs) and service level agreements (SLAs) for the service desk
Create and deliver regular reports on service desk performance, highlighting areas for improvement
Use metrics and data to identify trends, address inefficiencies, and improve overall service quality
Process Improvement:
Identify operational inefficiencies and implement solutions to enhance service desk operations
Stay updated with the latest trends and advancements in service desk technology
Recommend and implement new tools, technologies, and best practices to improve service delivery
Crisis Management:
Develop and implement escalation and communication procedures for crisis management
Ensure the service desk is prepared to handle emergency situations and minimize downtime
Stakeholder Communication:
Communicate effectively with technical and non-technical stakeholders, including senior management
Provide updates on service desk activities, issues, and improvements
Compliance and Security:
Ensure compliance with industry standards and regulations, including SOC2, HIPAA, HITECH, and HITRUST
Manage user access and system security, including onboarding and offboarding processes
Play a critical role in managing user access and overseeing the onboarding and offboarding of team members concerning system access
Additional Responsibilities:
Oversee the maintenance of IT asset management records and track the lifecycle of IT assets
Coordinate with other IT departments to ensure seamless integration and functionality of IT services
Develop and implement training programs to enhance the technical skills of the service desk team
Manage the budget for the service desk, ensuring cost-effective solutions and adherence to financial guidelines
Requirements
Education and Experience:
Bachelor’s degree in Information Technology, Computer Science, or a related field; Master’s degree preferred
Minimum of 5 years of experience in IT Service Management and IT operations, with at least 2 years in a leadership role
Proven experience as a Service Desk Manager or similar role