Service Desk Manager

Job Description

Job Description

Job Title: Service Desk Manager

Department: Service Desk Operations

FLSA Classification: Exempt

Reports To: General Manager

Role Summary/Objective

The Service Desk Manager works closely with staff and customers to help resolve the most difficult and high-visibility events. This role manages a team of Service Desk Analysts, develop processes, procedures and training necessary to serve our customers, serve as a technical point of escalation (as needed), provide high-level technical assistance and supervision to the team, ensure service and support meet our Service Level Agreements (SLAs).

ESSENTIAL DUTIES AND FUNCTIONS

• Accountable for service desk performance, meeting customer expectations, and driving continuous improvement.

• Develop and implement customer satisfaction metrics to determine how our Help Desk and Field Service Teams are serving our customers.
• Manage the National IT Service Desk team’s daily activities, driving the highest levels of performance from each team member. Onboard, train, coach, and mentor team; make staffing recommendations.
• Lead in 360&degree;. Develop agendas, lead weekly recurring team meetings and Ad-Hoc meetings as necessary to disseminate pertinent technical and client information to the department.
• Communicate in 360&degree;. Down to your team; lateral to other departments, up to executive management and each customer. Must have demonstrable customer facing communication experience.
• Conduct monthly performance meetings, mentoring sessions, and individual performance evaluations for the team.
• Onboard new customers; brief customers on National IT Service Desk Operations; communicate clearly.
• Ensure the team responds to after-hours calls and emergencies meeting customer standards.
• Review and approve the team’s daily and weekly time entries ensuring accuracy.
• Grow and expand the National Service Desk function for Form 10.
• Other duties as assigned or requested.

SUPERVISORY RESPONSIBILITIES

Does this job have supervisory responsibilities for staff?

☒ Yes

☐ No

MINIMUM EDUCATION, EXPERIENCE, AND ABILITIES

• Bachelor’s degree in information technology, Computer Science, Business Administration or a related field.
• 8+ years of experience in service desk operation, leading IT support teams and delivering high-quality end-user support in enterprise or government environments.
• Experience with ServiceNow, DialPad and similar service desk ticketing tools.
• Previous experience working for a Managed Services Provider in similar roles.
• Prior experience as an HDI Support Center Manager or HDI Desktop Support Manager preferred.
• Familiarity with ITIL frameworks and IT support lifecycle; ITIL 4 preferred.
• Experience standing up and/or monetizing a help desk function within an MSP.
• Strong understanding of performance metrics like FCR (first contact resolution), MTTR (mean time to resolution), and SLA compliance.
• Proficiency in MS Office applications including SharePoint, PowerPoint, Excel, and Word.
• Experience and familiarity with ConnectWise and Salesforce help desk applications.

TRAVEL REQUIREMENTS

• Travel is generally not required for this role.

WORK ENVIRONMENT

• Work is performed in an office space, generally sedentary.
• This role is located at our Tampa HQ office and is required to be in person Monday – Friday.

Form 10 Group, Inc., is a Service Disabled, Veteran Owned, Small Business (SDVOSB). Our team’s mission is to help our public sector agency customers become the most technologically advanced and efficient organizations possible so they can best serve their citizens, residents, and constituents. We are a premier provider of outsourced professional IT Services to large corporations serving the public sector and government agencies alike, nationwide. Come join a growing and dynamic team! For information on Form 10 Group, visit our website atForm 10 Group – The complete IT solutions company.

Form 10 Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Form 10 Group is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please reach out to us via the "contact us" section of our website. www.form10.com.

Form 10 Group is committed to growing a workforce free of discrimination, harassment and retaliation and maintaining a drug-free workplace.

Form 10 Group is an E-Verify employer, for more information please visit www.e-verify.gov.