Role: Service Desk Manager

Type: Full Time

Job Description:

- Analyzes complex business needs presented by the user community and/or clients and recommends technical solutions.

- Coordinates with the IT teams of our clients in order to troubleshoot operations impacting issues by setting up a conference call with other IT departments.

- Ensures the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions.

- Directs operations in executing production tasks according to a documented schedule that meets or exceeds customer expectations.

- Produces a detailed timeline for each application release and implements effective project control by monitoring the progress of the software release and reporting the status.

- Directs and prioritizes the workload of subordinate personnel.

- Approves all business requirements prior to the technical solution.

- Participates on all hardware and software evaluations and maintains vendor contracts.

- Represents the IT function at customer review meetings when appropriate.

- Directs education programs for her/his staff.

- Perform liaison duties between users, operations, and programming personnel in the areas of systems design, modifications or trouble shooting.

- Performs salary administration and conducts interviews and makes recommendations for new hires, consultants and/or replacement personnel.

- Define metrics to ensure the level of service defined are met.

- Enforce procedures to provide the highest level of quality of service.

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