IT Service Desk Manager
hace 1 día
Jacksonville
Job Description Service Desk Manager People Leadership | Operational Excellence | Client-Centric Service Position Summary The Service Delivery Manager (SDM) is responsible for leading and developing a team of Service Desk professionals to ensure the delivery of exceptional IT support services. Reporting directly to the Vice President of Service Desk, this role focuses on driving performance, maintaining service quality, and building a high-performing, client-focused team. The SDM partners closely with Campaign Managers and Client Engagement Directors (CEDs) to align team execution with client outcomes and service level agreements (SLAs). The successful candidate will possess strong leadership, coaching, and operational management skills, as well as the ability to foster a culture of accountability, learning, and excellence. Key Responsibilities People Leadership & Development · Lead, mentor, and inspire a team of Subject Matter Experts, L1 and/or L2 Technicians, fostering a collaborative, positive, and performance-driven culture. · Conduct regular 1:1 meeting with each team member (target: ~45 per year) to discuss performance, development goals, and engagement. · Provide ongoing coaching, feedback, and performance evaluations once per quarter, ensuring transparency and professional growth. · Identify skill gaps and partner with Corporate Trainer or subject matter experts to ensure employees receive necessary training and support. · Facilitate career development discussions and encourage internal progression opportunities. Operational Management · Oversee day-to-day service desk operations to ensure timely and effective resolution of client issues. · Develop, implement, and maintain service desk policies, procedures, and best practices in alignment with company standards. · Ensure compliance with company policies, procedures, and employment laws. · Monitor and analyze service desk performance metrics, identifying trends and implementing corrective actions where necessary. · Conduct regular reviews of service desk interactions, including ticket and call audits, to assess and maintain quality. · Collaborate with other SDMs and departments to optimize workforce planning, scheduling, and resource allocation. Performance Oversight & Quality Management · Conduct ticket and call quality reviews for each assigned team member: minimum of 12 tickets and 8 calls per month. · Evaluate accuracy, professionalism, and adherence to established troubleshooting and documentation standards. · Provide constructive feedback focused on improving communication, technical depth, and client satisfaction. · Verify compliance with SLAs, escalation policies, and incident/request management processes. · Track and report on performance metrics, identifying individual and team trends for improvement. Client & Stakeholder Collaboration · Partner with Campaign Managers and CEDs to ensure service desk performance aligns with client goals and satisfaction targets. · Respond promptly to people escalations from Campaign Managers or CEDs, ensuring issues are documented and resolved effectively. · Participate in client or internal operations meetings as requested, providing updates on staffing, quality, and performance initiatives. · Reinforce a customer-first mindset across all levels of the service desk team. Scheduling & Attendance Management · Ensure team members adhere to attendance and scheduling expectations. · Address attendance or schedule violations promptly following company remediation policies. · Collaborate with other SDMs to coordinate PTO approvals and maintain adequate coverage for all shifts and regions. Training & Enablement · Ensure all assigned team members receive appropriate and timely training for their assigned campaigns. · Conduct periodic check-ins with team members to confirm training progress and comfort with new material. · Communicate any training gaps or issues to the training team and suggest improvements to enhance clarity or engagement. Technical & Process Improvement · Maintain awareness of industry trends and emerging technologies in IT service management (ITSM). · Provide technical guidance and escalation support to the team when needed. · Collaborate with internal teams to enhance technical capabilities and service maturity. · Identify opportunities for process improvement and participate in process improvement meetings to share insights and help implement change. Performance Evaluation & Objective Assessment · Conduct fair and data-driven evaluations based on KPIs, SLAs, and customer satisfaction metrics. · Partner with Campaign Managers to identify both high performers and those requiring additional support or development. · Use objective data—such as quality scores, SLA compliance, and client feedback—to inform coaching and training plans. · Maintain detailed documentation of evaluations, 1:1s, and coaching sessions in the HR system of record. Reporting & Accountability · Provide regular operational and performance reports to the VP of Service Desk, including key metrics, team trends, and improvement initiatives. · Ensure accountability across the team for SLA adherence, quality of service, and client satisfaction. · Validate and approve performance-based incentives for assigned staff as appropriate. Goals · Deliver consistent, high-quality support services across all assigned teams. · Meet or exceed all client SLAs and quality targets. · Increase service desk efficiency and reduce operational costs. · Strengthen employee engagement and reduce turnover. · Maintain a pipeline of trained, capable, and promotable service desk professionals. Assigned Duties · The Conn: Participate in internal communication and coordination activities related to team performance and updates. · Validate assigned performance incentives for team members. · Support service improvement initiatives and share best practices across teams. Qualifications Required · 5+ years of experience in IT Service Desk or Operations Management. · Proven ability to lead teams in a 24x7 support or managed services environment. · Strong leadership, coaching, and people management skills. · Proficiency in analyzing and interpreting performance data to drive decisions. · Excellent communication and conflict resolution skills. Preferred · ITIL Foundation or equivalent ITSM certification. · Experience with ServiceNow, or similar ITSM platforms. · Previous experience in a multi-client or Managed Services Provider (MSP) environment. · Experience developing or delivering technical and soft-skill training. Reports To: Vice President, Service Desk Partners With: Campaign Managers, Client Engagement Directors (CEDs), and HR/Training Teams Location: Remote / Hybrid (as applicable) Position Type: Full-Time | Exempt Company DescriptionEnterprise Integration, acknowledged by CRN as one of North America's top managed service providers , is headquartered in Jacksonville, Florida. EI is an onshore IT managed service provider and is uniquely qualified to meet your needs. EI, through digital robotics technology, delivers a comprehensive solution designed to increase user productivity, decrease risk, and provide a predictable cost model for IT all with world-class customer service. We have the right people, processes, and tools to provide your company with the highest quality and most flexible solutions to meet your specific needs. To learn more about us and our suite of services, visit Integration, acknowledged by CRN as one of North America's top managed service providers , is headquartered in Jacksonville, Florida. EI is an onshore IT managed service provider and is uniquely qualified to meet your needs. EI, through digital robotics technology, delivers a comprehensive solution designed to increase user productivity, decrease risk, and provide a predictable cost model for IT all with world-class customer service. We have the right people, processes, and tools to provide your company with the highest quality and most flexible solutions to meet your specific needs.\r\n\r\nTo learn more about us and our suite of services, visit .