SUMMARY
The Service Desk Manager directs all Service Desk staff ensuring that customers are receiving an appropriate level of services and maintaining the ownership of the relationship between Quanta Corporate and all OpUs. Responsible for the regular day-to-day activities of the IT Service Desk & Deskside Support including managing all procedures related to identification, prioritization and resolution of requests, incidents, and problems. Plans, designs, and analyzes the organization’s Service Desk according to best practices that are consistent with Quanta Services culture and business processes. Responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.
ESSENTIAL/ NON-ESSENTIAL JOB FUNCTIONS
- Develops Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
- Develops procedures that outline how problems are identified, documented, assigned, and corrected.
- Analyzes performance of Service Desk activities and documented resolutions, identifies problem areas, and devises and delivers solutions to enhance quality of service and prevent future problems.
- Plans and conducts performance appraisals and coaching of Service Desk staff.
- Manages the processing of incoming requests to the Service Desk via multiple channels.
- Develops and enforces request handling and escalation policies and procedures.
- Tracks and analyzes trends in Service Desk requests and generates statistical reports.
- Identifies, recommends, develops and implements end-user training programs to increase computer literacy.
- Supervises daily operations of the Service Desk team and ensures efficient workflow.
- Trains, coaches and mentors Service Desk Analysts and other junior staff.
- Serves as a primary point of escalation to manage client relationships.
- Contributes to escalated incident resolution by providing hands-on support when necessary.
EDUCATION AND EXPERIENCE REQUIREMENTS
- Bachelor’s degree in computer science or related discipline and 8 years of experience, including 3 years managing employees, or 12 years of equivalent work experience, including management experience.
- Knowledge and skills in Microsoft Office, SharePoint, and web-based applications.
- Ability to handle multiple tasks and priorities with strong organizational skills.
- Must be a self-motivated team player with a high level of technical expertise.
- Ability to evaluate and recommend automation opportunities, provide reporting to address management requirements, and support IT goals and objectives.
LICENSES / CERTIFICATIONS
- ITIL certification required.
SUPERVISORY RESPONSIBILITIES
- Supervises others: Yes
- Has hiring and terminating responsibilities: Yes
- Number of employees reporting to this job: Up to 10 Non-Supervisory Employees
OTHER REQUIRED KNOWLEDGE AND SKILLS
- Extensive application support experience with Windows applications.
- Extensive knowledge of computer hardware and ITSM solutions.
- Working knowledge of software deployment tools (SCCM).
- Experience with desktop and server operating systems.
- Demonstrated experience in the management of a technical-service-oriented support team.
- Strong interpersonal and communication skills, both written and oral.
This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees of Quanta Services are expected to perform tasks as assigned by supervisory personnel, regardless of job title or routine job duties.
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