Service Desk Manager

• As a Service Desk Manager, you will primarily oversee the service desk. You will manage reactive tickets as a whole and confirm that we are aggressively closing tickets, setting appropriate expectations with customers, and maintaining high customer satisfaction., * Lead and manage a world class team of 8 reactive support technologists to resolve technology and operational issues that arise.
• "Own the reactive support board". You'll need to manage the total quantity of user-facing and infrastructure generated tickets. Keeping this number below 100 is an ideal state given our current number of reactive support resources.
• Constantly review the reactive support request queue for duplicate tickets, multiple support requests stemming from a single issue/incident, and opportunities to improve automation for repeated requests.
• Assist in the routing of tickets to the best suited and most capable resource. Most ticket assignments occur via a proprietary ticket triage and assignment solution, but some tuning and adjustments are necessary based on circumstance.
• Assist reactive support team in customer facing communications during high volume support incidents and when there is an opportunity to make initial contact with a customer to schedule time with the resource.
• Regularly review helpdesk tickets to confirm we are aggressive in finding and fixing the root cause of the problem. Tickets should remain under 15 per dedicated reactive resource.
• Work closely with the NOC team to manage, address, and resolve infrastructure-based alerts impacting user productivity, system stability, and security posture.
• Train and improve the skills of reactive team members.
• Regularly look for tickets with slow response times or progression to move them along.
• Review and respond to Q/A requests from team members in the reactive support department.
• Lead and orchestrate two weekly reactive support team meetings, in a group setting. Create and discuss recommendations for process improvements during the meetings.
• Conduct recurring one-on-one check-in meetings with staff, consistently. Address issues and ideas that are brought to you by staff, pulling in senior leadership to assist or incorporate ideas when necessary.
• Reprioritize regularly and always work on the highest priority item.
• Follow documented start and end-of-day routines.
• Account for all time with detailed notes in our ticket and time management application.
• Follow and update written procedures. Create a procedure if it does not exist.
• Diligently document your work.

Do you have a valid Driver's License license?, Do you have experience in macOS support?, Do you have a Associate's degree?, * This position is best for people who have a fundamental understanding of a wide array of technologies and want to use that skill to support small businesses with their entire technology stack in mind. You will have variety in work and need to have a broad base of technical knowledge to work effectively.

• Fanatically good documentation, thoroughness, and attention to detail are critical to delivering good outcomes. The activities of this role directly impact the efficiency and capabilities of all other service delivery departments. You must be following procedures exactly, updating them, or creating them.
• You must have good customer service skills and genuinely enjoy interacting with others. This is not the job for you if you prefer the nuts and bolts without social interaction. But if you want satisfaction in helping other people and meeting their needs, you will probably do well in this role., * Be naturally curious with good troubleshooting skills, continue to ask why until you get to the root cause, and continue to tackle the problem from different angles until a solution is found. You should be comfortable figuring it out independently, even if you have never seen a particular issue before. Good instincts and research skills are helpful here.
• Be focused on providing the highest quality customer experience.
• Work independently or in teams, manage a full schedule, and seek new tasks with minimal oversight.
• Have strong interpersonal communication skills via oral and written means.
• Have strong attention to detail and follow through on all work without senior leadership follow-up.
• Be an avid learner and continuously engage with new and existing technologies.
• Focus on providing the highest quality customer support experience.
• Possess a strong work ethic, sense of urgency, and enthusiasm.

What Education & Experience is Needed?

• This is an senior-level position for candidates with a bachelor's degree or relevant experience.
• 7-10 years of prior IT support experience in either field service, help desk, or network administration positions.
• Having prior customer service positions is helpful.
• Having prior experience at an MSP is helpful.
• Relevant hardware, software, and technology vendor certifications like CompTIA, Fortinet NSE, and Microsoft are a plus.
• Active Directory administration skills are a plus.
• Microsoft 365 administration skills are a plus.
• General understanding of networking used in small businesses.
• Experience with using and supporting workstation-based Windows, macOS, and Unix/Linux-based operating systems.
• Experience with cloud-based business-grade applications and productivity platforms.
• Have a fundamental understanding of a wide array of technologies. At a minimum, you will be asked to understand and oversee issues with the following technologies: Traditional and Azure Active Directory, DNS, DHCP, RAID, Routers, VLAN's, SSL VPN, IPSEC VPN's, Group Policy, Azure, AWS, Office 365, SMTP, RDP, and a wide array of data backup software and hardware.

What are the Hours & Where is it?

• The Service Desk Manager works 8am-5pm Monday through Friday in the Cranberry Township office.
• Must be able to work remotely if the office becomes unavailable., * Describe your experience managing a service desk.

Education:

• Associate (Required)

License/Certification:

• Drivers License (Required)

From $65,000 a year - Permanent, Full-time, Pulled from the full job description

• Referral program
• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, * Competitive salary with growth potential. Final offers may vary based on several factors, including experience and expertise.
• Retirement Plan with 4% match.
• Profit Sharing.
• Financial Incentives for building automation & AI-based solutions to common issues.
• Vacation & sick time.
• Paid Holidays.
• 100% Paid Premium Healthcare Plan for you.
• Paid-for Certifications & Training materials.
• Other supplemental benefits like cell phone plan support, gym memberships, and other healthy lifestyle incentives.

In Summary

If you are an energetic people person with deep curiosity, and you have the desire to be a part of a growing team where your voice can be heard, this opportunity may be for you.

Job Types: Permanent, Full-time

Pay: From $65,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Join a team that provides the highest customer support experience through standard operating procedures, well-developed support tools, and customer service-focused support staff. We are accountable to each other and believe in the power of hard work directed at the right thing. We know that our industry doesn't stay the same, and if we don't increase our value to clients, someone else will. We are open-minded and candid with each other to find out what is true and consider alternative viewpoints. We believe in creating and using well-documented systems. Be part of a growing team, loved by our clients, with many opportunities for future growth, training, and development.