Service Desk Manager at Detroit IT in Birmingham, MI

Company Description

Detroit IT provides IT services to businesses throughout Metro Detroit and Southeastern Michigan. We provide Exchange server support, Office 365 migrations, ongoing remote support, a fully staffed Helpdesk, managed IT services, and consulting that help business' run efficiently.

Job Description

Detroit IT is looking for a Service Desk Manager to assume responsibility for the overall performance of the Service Desk and ensure maximum productivity of technical resources.

Job Responsibilities:

• Plan, prioritize, and delegate work tasks to ensure proper functioning of the department.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Ensure compliance with key partner’s technical certification requirements.
• Oversee Service Desk metrics, and strive for continuous improvement including first call resolution rate.

Ensure that all service level agreements are met, and SOP and/or processes are being followed. Handle complex and escalated customer service issues.

• Review and resolve customer complaints, and evaluate the need for preventative measures.
• Guarantee the necessary resources and tools are available for quality customer service delivery.
• Ensure that client systems are configured and managed in a way that meets client needs and industry best practices.

Qualifications

• Bachelor’s Degree in Information Technology or a related field from a recognized university, preferred.
• Self-Motivated, with a passion for IT and excellent customer service.
• At least two recognized industry certifications, preferred.
• Experience of at least four years in a service desk or helpdesk environment and at least 2 in management.
• Strong verbal and written communication skills.
• Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
• Experience in managing a team to accomplish common goals.
• Experience in gathering insights data from multiple sources and making informed decisions where necessary.
• Ability to meet deadlines and be held accountable.
• Organized, thorough, and able to produce detailed documentation as necessary.

Additional Information

• Competitive pay package that includes base salary or hourly pay and potential to be included in the company bonus plan.

• A casual and fun work environment.

• Ongoing growth and development opportunities including training, on-the-job experiences, and volunteer opportunities.