Service Desk Manager

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

A Service Desk Manager is responsible for overseeing the daily operations of a service desk team, ensuring efficient and effective customer support. This role involves managing staff performance, setting and tracking key performance indicators (KPIs), and implementing support strategies to elevate customer satisfaction. The Service Desk Manager also collaborates with other departments to streamline processes and resolve technical issues promptly. Additionally, they play a crucial role in training and development, fostering a proactive environment that anticipates and addresses potential service interruptions.

- Bachelor's degree in Information Technology, Computer Science, or related field
- 5+ years of experience in IT service desk or help desk support, with at least 2 years in a supervisory or managerial role
- Proven leadership and team management skills
- Strong understanding of IT service management (ITSM) frameworks and best practices (e.g., ITIL)
- Excellent troubleshooting and problem-solving skills
- Experience with service desk ticketing systems and tools (e.g., ServiceNow, Jira)
- Proficiency in managing service level agreements (SLAs) and key performance indicators (KPIs)
- Strong interpersonal and communication skills, both verbal and written
- Ability to handle high-pressure situations and manage multiple priorities
- Experience in developing and implementing policies, procedures, and best practices
- Capacity to provide constructive feedback and conduct performance evaluations
- Knowledge of change management processes and principles
- Financial acumen to manage budgets and resource allocation
- Strong customer service orientation and experience handling customer complaints
- Ability to analyze metrics and create detailed management reports
- Commitment to continuous improvement and professional development
- Familiarity with IT project management and collaboration
- Proficiency in service desk software installation, configuration, and maintenance
- Ability to effectively communicate technical information to non-technical audiences
- Willingness to stay updated with evolving technology trends and industry standards

- Supervise and lead the service desk team to ensure high levels of performance and productivity
- Monitor and manage daily operations of the service desk, including ticket assignments and resolution timelines
- Respond to escalated service desk issues with troubleshooting and problem-solving expertise
- Develop and implement service desk policies, procedures, and best practices
- Conduct regular performance evaluations; provide coaching and feedback to service desk staff
- Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs)
- Coordinate with other IT teams and departments to ensure seamless service delivery
- Create and manage shift schedules and staffing plans for adequate coverage
- Handle customer complaints and inquiries, ensuring high levels of customer satisfaction
- Track and analyze service desk metrics; prepare reports for senior management
- Identify opportunities for process improvements and drive initiatives to enhance service quality
- Conduct regular team meetings to communicate updates, changes, and goals
- Facilitate training sessions for new and existing service desk staff
- Maintain and update the service desk knowledge base and documentation
- Oversee the installation, configuration, and maintenance of service desk tools and software
- Stay updated with industry trends and emerging technologies related to service desk operations
- Collaborate on IT projects and participate in change management processes
- Manage service desk budget and resource allocation
- Ensure timely and effective communication of outages, planned maintenance, and other service interruptions
- Engage in continuous professional development to stay abreast of best practices in service desk management

The ideal candidate for the role of Service Desk Manager will possess a Bachelor's degree in Information Technology, Computer Science, or a related field, with over 5 years of experience in IT service desk or help desk support, and at least 2 years in a supervisory or managerial capacity. They will demonstrate exceptional leadership skills, with the ability to inspire and motivate a team while ensuring high levels of performance and productivity. This individual will have an in-depth understanding of IT service management frameworks such as ITIL and exhibit excellent troubleshooting and problem-solving skills. Proficiency in using service desk ticketing systems like ServiceNow or Jira is essential, along with a proven track record in managing SLAs and KPIs. The ideal candidate will be a strong communicator, capable of both verbal and written communication, and be able to convey technical information to non-technical audiences effectively. They will handle high-pressure situations with grace, manage multiple priorities simultaneously, and exhibit a proactive, results-driven attitude. A strong customer service orientation, high emotional intelligence, and empathetic approach are crucial in addressing customer complaints and ensuring satisfaction. Additionally, the candidate will demonstrate financial acumen for budget and resource management, and a commitment to continuous improvement and ongoing professional development. Their ability to adapt swiftly in a dynamic environment, combined with strategic thinking and a focus on continuous improvement, sets them apart as a top candidate. High ethical standards, integrity, and a resilience to persevere through challenges are integral qualities, as well as organizational and multitasking abilities, strong decision-making skills, and a collaborative mindset for working with cross-functional teams. The ideal candidate will also show a keen interest in emerging technologies and maintain a high level of technical aptitude and attention to detail, ensuring efficient management of service desk operations.

- Supervise and lead the service desk team, ensuring high levels of performance and productivity
- Monitor and manage the daily operations of the service desk, including ticket assignments and resolution timelines
- Respond to escalated service desk issues, providing troubleshooting and problem-solving expertise
- Develop and implement service desk policies, procedures, and best practices
- Conduct regular performance evaluations and provide coaching and feedback to service desk staff
- Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs)
- Coordinate with other IT teams and departments to ensure seamless service delivery
- Create and manage shift schedules and staffing plans to ensure adequate coverage
- Handle customer complaints and inquiries, ensuring a high level of customer satisfaction
- Track and analyze service desk metrics, preparing reports for senior management
- Identify opportunities for process improvements and drive initiatives to enhance service quality
- Conduct regular team meetings to communicate updates, changes, and goals
- Facilitate training sessions for new and existing service desk staff
- Maintain and update the service desk knowledge base and documentation
- Oversee the installation, configuration, and maintenance of service desk tools and software
- Stay updated with industry trends and emerging technologies related to service desk operations
- Collaborate on IT projects and participate in change management processes
- Manage the service desk budget and resource allocation
- Ensure the timely and effective communication of outages, planned maintenance, and other service interruptions
- Engage in continuous professional development to stay abreast of best practices in service desk management.

- Strong leadership qualities with the ability to inspire and motivate a team
- Exceptional problem-solving and analytical skills
- High degree of emotional intelligence and empathy
- Excellent organizational and multitasking abilities
- Strong decision-making skills
- Adaptability and flexibility in a dynamic work environment
- High attention to detail
- Strong sense of accountability and ownership
- Excellent communication and interpersonal skills
- Collaborative mindset with the ability to work effectively with cross-functional teams
- High level of customer service orientation
- Proactive and results-driven attitude
- Strategic thinker with a focus on continuous improvement
- Ability to remain calm under pressure
- Strong ethical standards and integrity
- Commitment to ongoing learning and professional development
- Technical aptitude and a keen interest in emerging technologies
- High degree of resilience and perseverance in problem resolution
- Strong ability to manage time and prioritize effectively
- Positive and supportive team player.

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance
- Employee wellness programs and resources
- Paid maternity and paternity leave
- Flexible work hours and remote work options
- Generous paid time off (PTO) and holiday schedule
- Retirement savings plan with employer matching
- Professional development and continuing education opportunities
- Tuition reimbursement program
- Certification and training sponsorship
- Career advancement opportunities within the company
- Access to industry conferences and networking events
- Employee assistance program (EAP) for personal and work-related support
- Company-sponsored team-building and social events
- On-site gym or fitness reimbursement
- Childcare support and benefits
- Employee discount programs and perks
- Collaborative and inclusive work environment
- Recognition and rewards programs for outstanding performance
- Ergonomic workspace setup assistance
- Commuter benefits or transportation reimbursement
- Corporate social responsibility initiatives and volunteer opportunities