Closing date: 5th May 2015

The Service Desk and Desktop Manager’s role is to oversee all Service Desk and Infrastructure 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 and Desktop 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 and Desktop Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk and Desktop Manager will also contribute to problem resolution by giving in-person, hands-on support to end users on the support desk.
 
Responsibilities
 
Strategy & Planning

    Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
    Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
    Analyze 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.

 
Acquisition & Deployment
 

•     Prepare budget proposals and operational expenditure statements.
•     Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
•     Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
•     Liaise with vendors for the procurement of new systems technologies; oversee installations, roll-outs and communication to end users and resolve adaptation issues.
•     Ensure appropriate training initiatives for new and existing staff.
•     Purchasing and deployment tasks.

 
Operational Management
 

•     Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
•     Develop and enforce request handling and escalation policies and procedures.
•     Track and analyze trends in Help Desk requests and generate statistical reports.
•     Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
•     Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
•     Oversee development and communication of help sheets, usage guides and FAQs for end users.
•     Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
•     Oversee the development, implementation and administration of service desk staff training procedures and policies.
•     Train, coach and mentor service desk staff.
•     Manage the overall desk activities and staff.
•     Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
•     Attend Change Advisor Board (CAB) meetings.
•     Monitor incident trends and anticipate potential problems for proactive resolution.
•     Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
•     Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
•     Build rapport and elicit problem details from service desk customers.
•     Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician or supplier.
•     Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
•     Apply diagnostic utilities to aid in troubleshooting.
•     Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
•     Identify and learn appropriate software and hardware used and supported by the organization.
•     Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
•     Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
•     Test fixes to ensure problem has been adequately resolved.
•     Perform post-resolution follow ups to help requests.
•     Develop help sheets and FAQ lists for end users.
•     Reinforce SLAs to manage end-user expectations.

 
Position Requirements
 
Formal Education & Certification

•     University degree or equivalent in the field of computer science and 4-5 years equivalent work experience.
•     Certification in ITIL.

 
Knowledge & Experience
 

•     Extensive application support experience with Microsoft and Apple environments.
•     Extensive knowledge of computer hardware, including Lenovo, Samsung and Apple
•     Extensive knowledge of Microsoft Active Directory and Office 365
•     Experience with desktop and server operating systems.
•     Familiarity with the advanced principles of ITIL.
•     Proven track record of developing and providing SLAs and Service Desk deliverables.
•     Demonstrated progressive experience in the management of a technical support team.

 
Personal Attributes
 

•     Solid relationship management and performance management skills.
•     Ability to motivate and direct staff members and subordinates.
•     Strong customer service orientation.
•     Proven analytical and problem-solving abilities.
•     Ability to effectively prioritize and execute tasks in a high-pressure environment.
•     Good written, oral, and interpersonal communication skills.
•     Exceptional interpersonal skills, with a focus on listening and questioning skills.
•     Ability to conduct research into issues and products as required.
•     Ability to present ideas in business-friendly and user-friendly language.
•     Keen attention to detail.
•     Team-oriented and skilled in working within a collaborative environment.

 
Work Conditions
 

•     35-hour on-site work week with on-call availability for some out-of-hours work.
•     Some travel may be required.
•     Excellent and competitive employee benefits offering.

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