Manager - IT Service Desk
Posted on: October 16, 2020
Job DescriptionThe Service Desk Manager's role is to oversee all
Service Desk staff and ensure that end users are receiving the
appropriate assistance. This includes the responsibility of
managing all procedures related to identification, prioritization
and resolution of incidents, including the monitoring, tracking and
coordination of Service Desk functions. The Service Desk Manager is
also responsible for planning, designing, and analyzing the
organization's service desk according to best practices, while
ensuring high levels of customer service quality and availability.
This individual will develop, implement, and oversee policies and
procedures to ensure consistent service levels and quick
resolutions. The Service Desk Manager is also responsible for
staffing capacity planning, service process design, performance
analysis, and developing proactive resolution plans. The Service
Desk Manager will also contribute to escalated problem resolution
by giving in-person, hands-on support to end users when
- Knowledge - Requires familiarity with the development of
Service Level Agreements (SLAs) to establish problem resolution
expectations and timeframes;
- Policies and procedures that outline how problems are
identified, documented, assigned and corrected, performance of
Service Desk activities and documented resolutions, identify
problem areas, and devise and deliver solutions to enhance quality
of service and to prevent future problems, and budget proposals and
operational expenditure statements.
- Requires knowledge ordinarily acquired through a Bachelor's
degree in Computer Science or a related field and 6+ years of
Customer Support or Service Management experience.
- ITIL certification a plus.
ALSAC is an equal employment opportunity employer.
ALSAC does not discriminate against any individual with regard to
race, color, religion, sex, national origin, age, sexual
orientation, gender identity, transgender status, disability,
veteran status, genetic information or other protected status.Apply
Keywords: ALSAC, Memphis , Manager - IT Service Desk, IT / Software / Systems , Memphis, Tennessee
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