It Service Desk Manager

Description:

Job Responsibilities:

• Represent IT in front of C Level executives.
• Hiring employees, Training, Staff scheduling
• LAN, WAN, Active directory, Users, Networking
• Vendor management, Budgeting and cost management, Process definition

Job Role:

• Receive transition from the previous shift’s service desk manager and discuss any outstanding critical items at hand-off.
• Review current major incidents, scheduled outages, and business events for the day to assess any adjustments to staffing plans.
• Review shift staffing to understand who is working, their skills and how much capacity the service desk has for the day. The service desk manager may need to shift workloads among resources throughout the day.
• Address SLA areas of concern. Often SLA targets will include multiple shifts. The service desk manager will evaluate service requests approaching or exceeding their SLAs and may adjust staff priorities.
• Assign staff for in-flight work. Any service requests in-progress during a shift hand-off are assigned to a receiving agent and a transition is conducted from the agent leaving his or her shift.
• Review operational metrics and note areas for attention. The service desk manager will review metrics and reports throughout each day to adjust staffing and workflows as needed to optimize service-desk performance.
• Follow up customer-satisfaction issues and user-feedback responses. The service desk manager is responsible for client satisfaction and will typically review any negative feedback or concerns clients have raised as a part of the post-ticket satisfaction survey.
• Mentor staff. The service desk manager is responsible for staff productivity as well as ensuring positive client perceptions. He or she will often mentor staff about customer-service skills as well as technical issues.
• Monitor tickets and calls. Service desk managers will often monitor incoming service-desk tickets to understand broad trends and identify dependencies that individual agents can’t see when working on an individual ticket.
• Manage escalated issues. The service desk manager is the escalation point for any incidents, service requests or issues. During a typical shift, a service desk manager may spend as much as half of his or her time managing escalations.
• Prepare hand-off summary report. At the end of each shift, the service desk manager is responsible for preparing a summary of open issues and conducting a hand-off to his or her peer on the next shift.
• Focus on staffing activities. In addition to managing operational activities, the service desk manager will typically spend 10–25% of his or her day on general staffing activities, such as hiring, training, budgeting, scheduling, and conducting performance reviews.