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Manager - IT Service Desk

Company: ALSAC
Location: Memphis
Posted on: October 16, 2020

Job Description:

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 necessary.


  • 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 Now!

Keywords: ALSAC, Memphis , Manager - IT Service Desk, IT / Software / Systems , Memphis, Tennessee

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