Service Desk Manager

Service Desk Manager
NY, Staten Island

Job Description

We are seeking a full-time Service Desk Manager for our client in Staten Island, NY.

The Service Desk Manager’s role is to oversee all Service Desk and Field support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies 2and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.



  • 5+ years of Service Desk Experience in a Supervisor capacity.
  • In-depth knowledge of customer service principles and practices
  • Proficiency in MS Office applications
  • Proficiency in Service Now and/or applicable systems
  • Decision making, Planning and organizing
  • Proven track record of developing and providing SLAs and Service Desk deliverables.
  • Demonstrated progressive experience in the management of a technical support team.
  • Experience with desktop and server operating systems.
  • Familiarity with the advanced principles of ITIL.
  • Ability to motivate and direct staff members and subordinates.
  • Strong customer service orientation.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Good written, oral, and interpersonal communication skills.
  • Exceptional interpersonal skills,
  • Keen attention to detail.
  • Team-oriented and skilled in working within a collaborative environment.


Operational Management:

  • Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends in Service Desk requests and generate statistical reports.
  • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
  • Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
  • Oversee development and communication of help sheets, usage guides and FAQs for end users.
  • Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
  • Oversee the development, implementation and administration of service desk staff training procedures and policies.
  • Train, coach and mentor Service Desk and Field Support Technicians and other junior staff.
  • Manage the overall desk and field activities and staff.
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
  • Monitor incident trends and anticipate potential problems for proactive resolution.
  • Provide weekly statistical reports on Helpdesk performance
  • Conduct monthly Service Desk Analyst and Field support performance reviews based on service and production
  • Analyze call and ticket data to assess customer service performance: track and improve key KPI’s
  • Perform other related duties as assigned.

 Strategy & Planning:

  • Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
  • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
  • Analyze performance of Service Desk and Field Support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Plan and conduct performance appraisals of Service Desk and Field Support staff, administer disciplinary action, raises, bonuses and promotions when necessary.
  • Prepare budget proposals and operational expenditure statements.
  • Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
  • Ensure appropriate training initiatives for new and existing staff.
  • Purchasing and deployment tasks.

Qualified candidates should submit a Word formatted resume to

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