UMC Service Desk Manager

UMC Service Desk Manager

Education and Experience

Bachelor’s degree is strongly preferred. Experience in Information Technology may supplement education.

Experience managing a call center or team of technical support analysts is preferred.

Experience with ITIL and LEAN is desired.

Environmental / Working Conditions

Work is contained within a call center environment. Extended periods of sitting and desk work are required.

Interaction with Other Departments and Other Relationships

Employee must be able to successfully handle stressful and high volume situations. All interactions with users and co-workers must always be professional and meet the UMC Standards of Excellence.

Job Description

The Service Desk Manager is responsible for overall leadership and management of the IT Service Desk. Those responsibilities include staffing, customer service quality oversight and improvement, service desk process improvement, mentoring, coaching and training of the service desk analysts. The Service Desk Manager is responsible for quickly identifying related issues and initiating communication to the appropriate team for investigation and issue resolution. The Service Desk Manager reviews reports, metrics and SLA’s to ensure that Incidents and Requests are being prioritized and managed appropriately.

Required Licensures / Certifications / Registrations

Certifications such as ITIL, HDI and LEAN Six Sigma are preferred.

Physical Capabilities

Ability to perform desk work and remain seated for extended periods of time.

Skills and Abilities

Provide high quality customer service to our end-users at all times.

Efficient phone, listening and typing skills.

Ability to correlate many individual incidents into a potential larger problem.

Knowledge of ITIL processes and how Incident, Problem, Change and Request Fulfillment impact the Service Desk.

Self-motivated and work with minimal supervision.

Maintain professional certifications as required.

Good communication skills and can take an analytical approach to solving issues.

Possesses a basic knowledge of IT and knowledge of several software support tools.

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