Sr. Manager - Desktop Support

Sr. Manager, Desktop Support

Overview:

The Doyle Group is a proven partner for Placement and Consulting services, headquartered in Denver, CO. Our core mission is to forge genuine partnerships with our clients who seek strategic talent solutions and to assist highly skilled candidates looking for their next career opportunity. With over 30 years of industry experience, our consultative approach allows us to provide a higher level of guidance and insight, empowering our clients to secure top IT talent that fits seamlessly into their team and culture. We look forward to collaborating to help you achieve your career goals.

The Sr. Manager, Desktop Support is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

• Essential Job Duties:Oversee staff activities including scheduling staff times.
• Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development.
• Oversee service requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Oversee ITSM implementation and workflow design to ensure quality solutions are available to the staff.
• Develops Service and Business Level Agreements to set expectations and measure performance. Provide data and reporting of SLA’s and trends to IT department and others in ad-hoc, weekly, monthly, and as needed.
• Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage ticket queue (participating in escalated calls as needed).
• Develops an effective and workable framework for managing and improving customer IT support in the organization.

• Qualifications:Manage people, budgets, schedules, and business relationships. This includes the ability to coach and develop the team.
• Manage escalations and critical incidents creating an environment of great tension, which can impact the interpersonal dynamics between agents and service desk clients.
• Experience building business rules and automation to prioritize service requests. Ability to balance workloads across the team to maximize productivity, minimize costs and ensure SLA compliance.
• Experience assessing critical incidents and making triage decisions about business impact, urgency and criticality.
• Manage a wide variety of activities that compete for time and attention.
• Ability to work in a high-stress environment
• Effective verbal and written communication skills are critical to keep stakeholders informed, influence decisions and develop healthy business relationships with city leaders.
• Experience using operational data to make informed decisions.
• Ability to create the strategic vision for the service desk and the ability to set the long-term direction of the team.
• Hands on experience with configuring and supporting computer workstation hardware, operating systems, and desktop office application suites is a desired qualification.