• Service Desk Manager

    Location US-CA-San Mateo
    Posted Date 2 weeks ago(12/7/2018 11:09 AM)
    Job ID
    Property Name
    The Home Office
    Information Technology - Help Desk
  • Position Purpose


    The Service Desk Manager will lead, coach and mentor and build the Service Desk Team.  They will lead incident, problem, change, release, and configuration management functions. This person will be called on to utilize their past experience in an IT Service Desk environment and with forward thinking, in order to implement a fast paced, high functioning Service Desk team, meeting critical and defined SLAs. The Service Desk Manager is responsible for assisting the Director of IT Operations in managing and reporting the daily operations of the Service Desk team. The Service Desk Manager also assists in developing, recommending and enforcing IT policies relating to Service Desk operations and Enterprise support. This position is responsible for recommending and implementing industry best practices is support processes such as ITIL or other such ITSM practices.  The position is responsible for project management of various technical projects, will manage vendor relationships and is expected to demonstrate sound business judgment. This position is responsible for various field site hardware and software inventory and will assume a role in the selection and ordering of these products.  The Service Desk Manager reports directly to the Director of IT Operations and manages the Service Desk team member. 


    Essential Functions




    Service Desk Management Responsibilities – Responsible for assuring Prometheans are provided efficient and timely first, second and tertiary level support, meeting defined SLA’s. Performs personnel resource scheduling to ensure Service Desk coverage during normal business hours and on-call support as required. Maintains a central Service Desk Ticketing System, ensuring the Service Desk team is accurately tracking workflow documentation through a tickets cycle from open to close. Monitors Service Desk Ticketing System and follows up with Service Desk team members to ensure timely resolution of problems and perform weekly reviews of overdue tickets. Maintains a constantly updated solution knowledgebase inside of the Service Desk Ticketing System to enabling the team to achieve faster resolution times. Invokes incident and problem escalation procedures to coordinate with senior IT team members.  Conducts trend analysis with Director of IT Operations on weekly basis and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found. Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the company for improving support levels. Ensures that decisions made to improve the overall customer support experience of the Service Desk are continually carried through. Contributes to departmental productivity and development objectives by :


    ·       Participating in training programs,

    ·       Provides leadership by projecting a positive attitude, and providing learning incentives,

    ·       Accurately communicates pertinent information,

    ·       Assists in the development and implementation of quality improvement programs for all departments and field sites.



    Technology Expertise – Provide senior technical leadership to Service Desk team members.  Conduct Service Desk team member testing of systems knowledge, education and training on a regular basis. Acts as initial escalation point for issues and problems associated with Service Desk and desktop support performance and deliverables. Oversight of vendor coordination and vendor management. Coordinate and ensure proper and accurate inventory, asset, and license tracking/compliance. Assists in developing, recommending, and enforcing IT policies relating to Service Desk’s operation. Provides telecommunications support related to local phone service, long distance, voice/web/video conferencing and mobile devices.  Work as a liaison between remote offices and telecommunication providers.  Product research, testing and analysis to produce recommendations for infrastructure enhancements and technological and process improvements; Participate in the preparation of MIS budgets.



    Personnel Management – Serve as a source of documentation and standards to help direct the activities of the Service Desk team. Supervise all Service Desk functions, overall direction, coordination, and evaluation of the Service Desk team. Assist and coordinate work procedures, prepare work schedules and workflow.  Issue written and oral instructions to staff, maintains harmony among workers and resolves grievances. Document and update department policies and procedures. Ensure departments are in compliance with policy and procedures. Manages recruitment and training of personnel. Effectively addresses employee performance issues. Demonstrates leadership skills and inspires confidence in the staff. Directs efforts of professional development for all employees. Skillfully communicates with staff and management.



    Upholding Standards – Perform additional duties and handle projects as assigned by the Director of IT Operations or VP of Technology; Achieve regular attendance in conformity with standards; Comply fully with all Prometheus Real Estate Group rules and regulations for the safe and effective operation of the Prometheus Real Estate Group’s facilities. Additional tasks as may be assigned from time to time by the Principal or others at the Principal’s direction. Occasional travel will be required based upon the property’s needs


    Required Qualifications, Skills, And Experience


    The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:


    • Bachelor's degree in MIS / Computer Science or equivalent from four-year college or technical school


    • Minimum of five years’ experience with managing a Service Desk Team


    • Minimum of seven years’ experience with PC Hardware configuration/ deployment/ support.


    • Minimum of seven years’ experience with networking.


    • Minimum of five years’ experience in customer service role with KPI reporting metrics


    • Minimum of five years’ experience in a supervisory role and developing/mentoring team members


    • Experience in multi-site support required


    • Licenses or Certifications from Microsoft, Cisco, ITIL, HDI, and other vendors preferred and desired but not required


    • Ability to read and interpret documents such as safety rules, operating instructions and procedure manuals and write routine reports and correspondence


    • Ability to read, analyze and interpret complex documents.


    • Effectively present information and respond to questions from groups of managers, clients, residents, and the general public.


    • Must possess basic computational skills; add, subtract, divide, and multiply. Must have the ability to compute rate, discounts, interest, and commissions.  Must be able to prepare and analyze data figures and transcriptions generated by a computer


    • Computer proficient in all currently technologies utilized in a modern work environment.


    • Proficiency and experience with Windows Desktop Operating Systems, Microsoft Server 2008/2012, SQL Server Exchange Server, Microsoft Active Directory, VMWare, SAN Technologies, Networking technologies, Microsoft Office 2010/2013/2016/Office365, Microsoft Project, and Visio, TCP/IP Networking, mobile devices for IOS and Android


    • Ability to apply common sense understanding to carry out instructions furnished in written or oral form. Ability to deal with problems involving several concrete variables in standardized situations


    • Ability to interpret a variety of instructions furnished in written, oral diagram, or scheduled form.


    • Ability to speak, communicate, read, write and understand the primary languages used in the workplace including, but not limited to, English in order to maintain safety in the workplace and serve internal and external customers.


    • Ability to focus and maintain attention to performance of tasks and to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions.


    • Maintain a superior level of technical knowledge and skill in accordance with pertinent technology evolution


    • Ability to identify and analyze trends to make recommendations for departmental improvements


    • Position requires to be second level support for on-call duties


    • Ability to professionally interact with company personnel through support and training


    • Ability to work with minimal supervision and effectively prioritize workload


    • Ability to express complex technical concepts effectively, both verbally and in writing


    • Experience with enterprise system internals, including the knowledge of scripting languages


    • Proactively analyzes project load and prioritizes effectively in order to meet deadlines.

    Ability to query databases (MS Access) and develop associated reporting, develop advanced models (including complex Macros). Proficient in SQL and Visual Basic.



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