Job Description

Job Description

Job Description

SERVICE DESK MANAGER

Purpose 

A service desk manager is responsible for overseeing the daily operations of a service desk team that provides technical support and fulfills technical requests for our clients. The service desk manager ensures that service desk personnel deliver high-quality customer service, resolving issues efficiently, and meeting service level objectives. The service desk manager also monitors the performance of the service desk team, provides feedback and coaching, and implements best practices and improvements.

Responsibilities 

The responsibilities for this position include:  

• Provide leadership within Corsica’s Managed Services teams to clearly communicate and supervise the Corsica Managed Services Delivery Model.
• Supervise and provide regular feedback to all team members, ensuring they are meeting the goals of the Corsica Managed Services delivery model.
• Effectively communicate with clients whether it be anticipating a need, managing a resolution, or following through on a commitment.
• Ensure all customer problems, incidents and requests are effectively managed and met.
• Identify, propose and follow-through on customer driven and data driven ideas to improve the Corsica Managed Services Delivery model.

Competencies and Qualities 

Qualified candidates must meet the following job requirements: 

• Able to function effectively in a high paced environment
• Able to understand the perspective of the client in all service interactions
• Make effective use of time, delegate, and complete tasks effectively and on time
• Able to work with a team, communicate effectively, and have high attention to detail
• Meet client and corporate expectations for attendance, quality, and performance
• Able to drive a culture of continuous improvement while fostering creativity and innovation
• Able to develop short and long-term action plans based on Metrics and KPIs

Education, Experience, and Certifications 

• Bachelor's degree in computer science, information systems, or related field
• At least 5 years of experience in IT service desk or technical support roles
• At least 2 years of experience in managing or leading a service desk team.
• Excellent communication, interpersonal, and customer service skills
• Strong technical knowledge and troubleshooting skills.
• Familiarity with IT service management frameworks and tools
• Certification in ITIL, CompTIA, or Microsoft is a plus.

Supervisory Responsibility 

This position has direct supervisory responsibilities and is expected to supervise work on service tickets to ensure alignment with Corsica processes. 

Work Environment 

In most cases, work will be performed in a climate-controlled office space. Work will require standard office equipment, such as computers, phones, and multi-function printers. The position will be expected to make use of specialized tools and software for troubleshooting and maintaining systems and infrastructure. 

Travel 

This position requires less than 20% travel. Overnight travel may be required infrequently for management or business development purposes. 

Physical Demands 

• Candidates should be able to lift 20 pounds or more.
• Position requires sitting for long periods of time and may occasionally require bending, lifting, and driving. 

Position Type/Expected Hours of Work 

This is a full-time position for five, eight-hour days (40 hours total) per week. A one-hour lunch break is provided. Shift start times range from 6:00 AM to 9:00 AM. 

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

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