Director, Service Desk Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the Service Desk for Teach For America, which includes level 1 and 2 technical support representatives.

• Supervise and cultivate the skills of Service Desk technicians to ensure exceptional technical support experiences.

• Manage daily operations and the team's budget effectively.

• Formulate the long-term strategy for the team.

• Establish clear processes and standards for operations.

• Identify areas needing enhancement and provide relevant metrics and documentation.

• Lead daily operations of the Service Desk and ensure agents adhere to established processes while delivering high-quality service.

• Remove obstacles for the team and maintain up-to-date troubleshooting and operational knowledge resources.

• Conduct interviews, hire, and train new support agents.

• Perform performance evaluations and engage in performance improvement discussions.

• Assign learning and development initiatives, exercises, tasks, and challenging projects.

• Analyze Service Desk activities and trends to discover opportunities for process enhancement and automation.

• Identify recurring issues and address their root causes to reduce ticket volume.

• Generate and present support service health metrics to stakeholders.

• Foster relationships with partner teams and engage in cross-team collaborations.

• Define and update service agreements with client teams.

• Investigate complex issues and collaborate with other teams for resolution.

• Ensure that Service Desk standard operating procedures and customer-facing knowledge base articles are thoroughly documented.

⛳️ Requirements

• Minimum of 4 years of experience in an IT technical support environment with a strong focus on quality customer service.

• 1 to 3 years of experience in IT Help Desk management and operational enhancement.

• Exceptional verbal and written communication capabilities.

• Strong planning, organization, analytical, and problem-solving abilities.

• Technical support experience with both Windows and Mac laptops, along with proficiency in Microsoft's suite of products.

• Comprehensive knowledge of technology products, services, and industry trends.

• Experience utilizing service management tools to manage and track work and generate metrics through dashboards and reports.

• Understanding of ITIL principles related to incident and request management.

• Ability to communicate with empathy and work collaboratively with others.

• Occasional weekend or evening work hours may be necessary.

• Must be willing to travel for department or organizational events.

🏝️ Benefits

• Flexible/Remote work options available.

• Opportunities for career development and learning.

• Participation in occasional department or organizational events.

• Travel for department or organizational events, averaging once annually.