Overview
On Site
Contract - W2
Skills
IT Consulting
Incident Management
Information Technology
IT Operations
Service Desk Management
Supervision
Computer Hardware
Hospitality
Retail
Customer Service
IT Audit
Sarbanes-Oxley
Knowledge Base
Communication
Dash Python
SLA
Root Cause Analysis
Mentorship
Training
Backup
Reporting
Performance Metrics
Service Desk
Service Delivery
Technical Support
ServiceNow
Management
Law
Job Details
- JOB-7354
- Service Desk Manager
- Las Vegas, NV
- C2H/Perm
- Link Technologies (LinkTechConsulting.com), a Las Vegas-based IT consulting firm, is currently seeking a Service Desk Manager to join our team.
JOB SUMMARY
This role is responsible for overseeing all Level 1 support staff. This position serves as the owner of the incident management, major incident, request catalog, knowledge base, and problem modules to ensure quality and service availability. Additionally, the role manages and oversees the daily support activities of the IT Service Desk.
QUALIFICATIONS- Requires a relevant educational background in the appropriate subject matter.
- Minimum of eight (8) years of experience in Information Technology (IT) operations and/or service desk management.
- Minimum of three (3) years in a supervisory role within an IT environment.
- Expert-level knowledge of current technologies and hardware capabilities of personal computers, local area networks, and wide area networks.
- Experience with gaming, hospitality, and retail systems is highly desirable.
- Hands-on experience in a fast-paced, technical environment.
- Excellent customer service skills are required.
- Familiarity with ServiceNow is acceptable; knowledge of ServiceNow is ideal.
- Strongly preferred knowledge of internal IT audit and SOX procedures and processes.
- Excellent verbal and written communication skills across all levels of the enterprise are essential.
- Candidates may be required to work varied days/hours and remain flexible based on business needs.
RESPONSIBILITIES- Oversight of requests, incidents, major incident, knowledgebase and problem modules in ServiceNow.
- Manage, maintain, and coordinate all critical and major incidents including but not limited to communication activities (pager duty, executive summary etc.).
- Act as escalation point for all requests and incidents.
- Develop, maintain and train on processes such as:
- Phone and ticket escalation
- Call and ticket handling dash boards and review process
- Call handling etiquette
- SLA review and improvements as needed
- Root cause analysis for problem tickets
- Continuously evaluate/refine service desk procedure development and implementation balancing industry best practices with corporate culture.
- Train, coach and mentor service desk specialists (Level 1 / 2) including career development.
- Oversee staff activities; builds and obtains (from other departments) training material for support staff.
- Schedule employees working times and provide backup support; interact with internal and external vendors as needed.
- Build, maintain, measure, report, and improve on all service desk performance metrics.
- Drive making service desk the single source service delivery channel for IT.
- Oversee solutions repository and ensure top quality solutions are available to the staff.
- Develops an effective and workable framework for managing and improving customer IT support in the organization.
- Review ServiceNow survey feedback to improve services, tools and support experience.
- Follow and adhere to internal IT policy and procedures as appropriate.
- Perform other management assigned tasks as required.
Link Technologies is an equal-opportunity employer. All qualified applicants will receive consideration for employment without discrimination because of race, color, religion, sex, gender identity/expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.