Service Desk Manager
Kforce has a client that is seeking a Service Desk Manager in Waltham, MA.
Job Overview:
As the Service Desk Manager, you are part of a global, fast-paced IT organization whose primary mission is to provide world-class service to the Company. You will oversee the delivery of support to the Americas, Europe, Middle East, and Africa (EMEA), you will act as the Voice of the Customer, ensuring we enable Company to meet their business objectives.
Essential Duties and
Responsibilities:
Job Overview:
As the Service Desk Manager, you are part of a global, fast-paced IT organization whose primary mission is to provide world-class service to the Company. You will oversee the delivery of support to the Americas, Europe, Middle East, and Africa (EMEA), you will act as the Voice of the Customer, ensuring we enable Company to meet their business objectives.
Essential Duties and
Responsibilities:
- Service Desk Manager will act as an advocate for Company within IT, ensuring an understanding of their needs and expectations regarding providing IT services and support
- Work with the business to achieve its objectives by developing long-term partnerships
- Represent the EUX Team in meetings including, but not limited to, Customer Meetings, Vendor Management, Project Management reviews and the Change Advisory Board
- Provide leadership, coaching and support to all EUX Team members, including but not limited to recruitment, objective setting and review, performance reviews, career development and mentoring, resource scheduling and general administrative support
- Management of the day-to-day responsibilities of the EUX Team (first, second and third-tier support) for Rocketeers including queue management of tickets and issues
- Proactively managing resources, performing processes and services, and supporting Rocketeers to agreed-upon service levels
- Provide timely Management Information, at the agreed cadence or upon request, including understanding and analysis of Key Performance Indicators (KPIs) to the broader IT Team, Senior Leadership and Rocketeers
- Upon non-achievement of targets, identify and implement appropriate corrective actions
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