The Service Desk Manager role requires an individual with a demonstrated ability for critical thinking to provide exceptional service to our fast-growing customer base. Reporting to the Director of Technical Services, this position facilitates the success and development of the Service Desk team, ensures that our customers continue to receive the highest quality of service, and serves as a senior technical resource on key issue resolution.
What you can expect from us:
- A fast-paced environment that consistently offers new challenges and opportunities
- Opportunity to demonstrate and enhance your leadership skills
- Support and mentorship from the Director of Technical Services
- Being empowered with the authority and resources to lead the professional development of your team members
- Forum for regular input and feedback with the technical management team
- A flexible schedule with the ability to work remotely 2 days a week
- Competitive salary with comprehensive benefits that include paid time off, medical, dental, vision, life, disability, and 401K with generous matching
What we’ll expect from you:
- Effective leadership, management and accountability for the Service Desk team
- Confidence and ability to apply critical thinking when considering the quality of our customer service against established process and policy
- Ensuring that the service delivered by your team meets expectations of quality, accuracy, and documentation
- Proactive communication and collaboration with all staff & departments
- Strong technical skills, as demonstrated by issue resolution and ongoing development of your skillset through research, learning, and certifications
- Maintaining effective and efficient utilization for the Service Desk team members
- Consistent demonstration of Go West core values, as well as encouragement and development of the same in team and staff
- Participation and engagement with EOS principles; including weekly meetings to discuss issues, review key performance indicators and drive progress on quarterly objectives
- Ability to prioritize and address the needs of both Go West and its customers
- Excellence in setting and managing expectations
What you will be doing:
- Serve as the first escalation point in your team for both technical and service issues
- Creating visibility to ticket assignments and escalations, with follow up to meet internal service level expectations
- Develop an effective ticket review and feedback process with team members to ensure timely entry and billing accuracy
- Development of team member skills through training, mentoring, and shadowing
- Set realistic performance expectations of team members
- Provide a high level of operational and managerial support
- Communicate company, customer, process, and industry updates to the Service Desk
- Other duties as assigned by the Director of Technical Services
- 2 year college or technical school education or equivalent experience
- Minimum of two years in a managerial technical support role
- Authorization to work in the US
- CompTia A certification
- MCP certification or equivalent preferred
Go West IT is an equal opportunity employer and does not discriminate against otherwise qualified applicants based on actual or perceived race, color, creed, religion, ancestry, citizenship status, age, sex, marital status, sexual orientation, national origin, disability or handicap, veteran status, or any other characteristic protected by applicable federal, state or local laws.