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Position: Director of Service Desk
Duration: Full Time Permanent
Location: Whippany, NJ
Our client is seeking an experienced Service Desk Director who will be responsible for the service lifecycle functions of Levels
1 - 3, End User Services, and Wireless. The Director will define opportunities to expand current centralized operations to
serve global end users in the United States, Canada and Mexico, while setting aggressive, but achievable, operational
performance measures across the team. The Director will possess a keen awareness for providing exemplary customer service at
all levels of the operation, an in-depth understanding of effective service desk strategies, high quality assurance standards,
and successful service desk process implementations. The Director will also drive operational efficiencies to maximize the end
user experience and ensure service levels are achieved or exceeded.
The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be
documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be
assigned, and functions may be modified, according to business necessity.
All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the
functions listed, in which case they are deemed to be other (non-essential) functions.
Associates are held accountable for successful job performance. Job performance standards may be documented separately, and
may include functions, objectives, duties or tasks not specifically listed herein.
In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of
company policies and procedures related to job safety, including safety rules and regulations. Associates are required to
notify superiors upon becoming aware of unsafe working conditions.
All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in
conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company
policies and procedures, associates are required to request clarification or explanations from superiors or authorized company
Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every
call for maximum net reservation revenue to clients.
Prepares annual budgets & monthly financial forecasts; reviews division's Profit and Loss statements; reviews and approves all
contract expenditures; prepares monthly invoices; and otherwise manages the financial affairs of the Service Desk
Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and
human capital development.
Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous
improvement and exceeding Service Level Agreement (SLA) performance.
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to
Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition,
workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction.
Develops Desktop and End User Support strategy in support of NA business and IT strategy
Develops and syndicates usage standards and policies for all end user related peripherals
Responsible for researching and evaluating new desktop and application technologies
Oversees the installation and maintenance of all Desktops, Laptops and related peripherals
Manages services vendors and service contracts for Service Desk, Wireless, Video Conferencing, and related equipment and
Additional duties as assigned by management.
Bachelor's Degree in Computer Science or Operations Management, Industrial or Electrical Engineering
Mandatory 5 years of experience as a Desktop or Helpdesk Manager and 5 years of experience in desktop support and maintenance
Competencies (as demonstrated through experience, training, and/or testing):
Must have vendor management experience such as evaluation of vendor performance, measuring SLAs, and ensure vendors meet or
exceed contractual obligations
Minimum 5 years of Service Desk/Call Center/Contact Center management experience
Strong customer service and communication skills
Experience managing a help desk team in a ticket-driven and service-oriented environment.
Operational experience with Service Now or equivalent ITSM platform
Computer hardware troubleshooting experience (PC/Laptop/Server/Printer)
Must have experience with Office365, general Cyber Security principles, and deep troubleshooting methodologies
Experiencing managing computer imaging and software deployment systems
IT Networks/telephone system knowledge (VOIP)
Understand and administer mobile devices, including iOS and Android
Experience meeting deadlines while providing an exceptional end-user experience.
Excellent written and verbal communication skills.
Ability to interact effectively with both technical and non-technical individuals.
Ability to perform under pressure and experience handling escalated issues.
Excellent critical thinking and problem-solving skills.
Must set high standards and integrity while motivating the team to succeed.
Excellent organizational and time management skills.
Excellent written and verbal communication skills with technical and non-technical teams.
Excellent analytical and problem solving skills.
A strong love of learning and a willingness to take on new challenges
Working Conditions and Physical/Mental Demands
With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential
In addition to other demands, the demands of the job include
Maintaining composure in dealing with executives, clients, prospects, and staff, in group settings and in situations requiring
high performance and results.
Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral
Handling and being exposed to sensitive and confidential information.
Required ability to handle multiple tasks concurrently.
Regular use of vehicle required in the performance of duties.
Regular talking and hearing.
Close vision, distance vision, and ability to adjust focus.
Occasional local and regional/national travel for presentations, meetings, and visits.
Frequent lifting and/or moving up to 10 pounds and occasionally up to 25 pounds.
Vacation/Floating Holiday/Sick Leave
Training and development opportunities
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