The IT Help Desk Manager (Service Desk Manager) will participate as a key member of the Client Services Group and provide overall management of Compushare's Service Desk. The Service Desk Manager will be responsible for providing daily oversight on all cases whose owner is a Service Desk Team Lead or Professional. He or she is responsible for monitoring adherence to case management standards, and Compushare-defined service level agreements, intervening in and escalating those cases not being properly addressed, providing case metrics and performance reporting on an ongoing basis to service delivery management throughout the company, and providing effective and actionable dashboards and reports to support the professional’s success.
The Manager will also be responsible for developing training programs to increase the professional’s skill level in trouble shooting, Compushare’s core offerings, and the technical experience with the core technologies that Compushare supports in its support services offering. The Manager ensures appropriate priority and response are given to client issues, and that the client experience of the service desk is world class, measurable, repeatable, and scalable.
Primary Goals and Challenges
Service Desk Professionals are responsible for providing remote technical support to Compushare Clients and employees (100% Call Center environment). The individual in this managerial role ensures that Service Desk client support expectations are met through first and second level problem recognition, documentation, research, problem isolation, problem determination, problem resolution and escalation. The Manager is responsible for ensuring Service Desk professionals meet day-to-day expectations and is further responsible for ensuring that the regional team and the regional client’s needs are fully met. While the Manager maintains knowledge of various banking technology systems, and stays up to date on the various changes in the client environment, the manager does not have direct case handling responsibilities, although he or she may assist in high priority or highly sensitive cases. This position requires individuals to utilize their expertise in technical analysis and experience in troubleshooting technical issues to resolve client problems, but more importantly this position relies on the ability to manage performance, and move Service Desk Professionals to increase their performance and that of their respective teams.
The Service Desk Manager reports directly to the Vice President of Client Services. Through inbound calls, outbound calls, and case reviews, this position has direct daily interaction with external and internal clients. This position interacts with vendors and various administrative and technical personnel to ensure cases are being addressed and handled accordingly. The position interacts closely with the Service Delivery Manager(s) to ensure both operational efficiency and client satisfaction.
Essential Position Functions
Manage all aspects of Service Desk functions, by increasing the quality of service, implementing innovative solutions that improve efficiency and decrease cost, while maintaining a high level of customer satisfaction;
Responsible for call metric reporting, volume forecasting, cost to budget management, performance management, and overall accountability for Service Delivery;
Responsible for the client relationship and communications including interactions with internal management team and the external client account team;
Responsible for Service Desk Professionals and Team Leads; manage all aspects of performance goal plans, bi-weekly one on ones along with two formal performance reviews per year;
Responsible for monitoring and enforcing adherence to case management standards and Service Level Agreements (SLA’s) through oversight of and response to alerts. Routinely listens to inbound calls to service desk professionals (through our existing ACD) to monitor and manage quality, and routinely inspects the details of individual cases to ensure the proper communication, response, diagnosis, follow up and record keeping is taking place. Regularly provides coaching and feedback to Service Desk Team Leads and Service Desk Professionals to ensure that corrective action is taken, learning occurs and continuous performance improvement takes place. Encourages, acknowledges and recommends reward for outstanding above and beyond efforts and results;
Provide technical leadership and mentorship to the team on complex issues that require assistance;
Responsible for escalating any client complaints and/or dissatisfaction he or she is not fully able to resolve to the Vice President of Client Services, as appropriate. Monitors progress with client to ensure all issues are addressed and resolved and the client is fully satisfied. Provides feedback to all relevant parties;
Works cohesively with regional teams and other groups to ensure client services and projects are deployed to plan;
Influences a positive work environment that fosters team performance through own work and behavior;
Listens actively to others, builds strong relationships, is flexible/open-minded, provides performance feedback and delivers recognition and constructive criticism as needed. Communicates well both verbally and in writing;
Responds to critical events after business hours as dictated by client needs.
Experience and Education Requirements
Five (5) plus years of prior Call Center Management experience of a 20+ Agent Call Center required;
Strong leadership and technical skills to be able to manage, mentor and guide technical staff;
Bachelors’ degree in Computer Science, Management of Information Systems, or equivalent work experience preferred;
MCP, and / or MCSE Certifications preferred; ITIL experience preferred;
Minimum of five (5) years of experience in a technical role providing remote support in a technical service desk environment, with a track record of achieving productivity goals. Experience in providing remote technical support for medium to large technical environments is required;
Demonstrated passion for excellence and impeccability and for providing unparalleled service to all levels of end-users including executives and field personnel, and delivering solutions to meet their needs;
Proven problem solving, conceptual thinking, and analytical abilities; experience with process adherence and suggesting improvements to processes;
Excellent verbal and written professional communication skills (including strong conceptual writing skills) are required to work effectively with team and clients;
Professional background will ideally include work experience working for an information technology consulting or services firm, servicing clients remotely with Windows Platform and applications, Desktops, Servers, Hardware and end-user application troubleshooting and escalations;
Example of technical experience required includes remotely supporting Desktop Systems, Hardware, end-user applications and Networking technologies in a call center environment. Demonstrated technical proficiency in Microsoft Operations Manager 2005, System Center Operations.
The base salary for this position varies and depends on the number of years of relevant experience. In addition to a base salary, our Professionals have the opportunity to earn unlimited incentive compensation through our Revenue$hare bonus program.
Compushare SMART Technology Management Solutions for the Financial Services Industry
Compushare is the leading provider of hosted and managed technology solutions for the financial industry. As one of the top 100 Managed Service Providers in the world based on annual revenue and growth, Compushare is the only technology provider to offer a completely cloud based solution built and designed for the financial market. With a track record of solid, profitable growth, Compushare offers career opportunities for those seeking a challenge and desiring to be part of further growing the company and meeting the needs of our clients.
Principals Only Please. Calls from third party recruiters, email correspondence and candidate submissions will not be considered or responded to. Fees will not be paid for any unsolicited resumes and/or candidate information submitted to any Compushare employee.
Limitations and Disclaimer The above job description is meant to describe the general nature and level of work being performed; it is not to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an "at-will" basis.