Randstad is seeking great people for a rewarding opportunity. We have an immediate need for an IT Service Desk Manager with a proven background in the successful management and delivery of customer service excellence within an enterprise level IT department. This is a contract to perm position and will be located on site in Tallahassee FL.
location: Tallahassee, Florida
job type: Contract
salary: $9.99 - 99,999.99 per hour
work hours: 8am to 5pm
The Service Desk Manager is responsible for the day-to-day function of the Help Desk, PC Technical Support Specialists, and IT Asset Coordinators.
Ensures customer satisfaction is kept high by monitoring ticket open / close ratios.
Responsible for maintaining PC specs to ensure Service Desk is capable of meeting the growing demands of users and systems.
Responsible for the hiring, evaluation and performance review process with their assigned groups.
Maintains and recommends procedural improvements for staff as it pertains to our customer service excellence.
Serves in a leadership role on the development of their teams.
Manages and coordinates the department's activities.
Manage the development and implementation of standards, processes, and systems required to deliver high quality and consistent support.
Manage the implementation of methodologies that continuously improve first call resolution, customer perceptions and foster strong client relationships.
10+ years of IT service desk experience with a minimum of 5 years in a supervisory/management related role.
Experience supervising service desk delivery teams within a 24x7 enterprise level environment.
Knowledge of ITIL framework, best practices ITSM workflows, SLA management, change control, service catalog, service desk software.
- IT Service Desk Delivery within a large enterprise environment
- Direct management experience; hiring, firing, training, scheduling, etc.
- Ticketing software
- Excellent documentation and reporting skills; able to present up to C-level staff and project stakeholders
- Healthcare/medical IT related experience
- Experience managing budgets
- Experience working on high profile projects in conjunction with both technical and non technical team members
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.