Manager, Site Services (Service Desk Manager)

The Service Desk Manager oversees the daily operations of the Service Desk, including hospital, resort, and corporate support as well as workforce management in partnership with a peer Manger of Site Services. This manager will ensure high-quality service delivery and technical excellence. They will lead a desktop team, supporting corporate users, Service Desk Specialists and team leaders who supervise groups of service desk technicians. This role offers the opportunity for the Service Desk Manager to exhibit their ability to understand and anticipate customer needs, ensuring that services are aligned with user expectations, leading their teams to deliver maximum value. The ideal candidate is self-motivated and loves to mentor as well as lead their team to deliver timely and quality work.

Responsibilities include but are not limited to the following:

Leadership and Team Management:

• Lead and manage the Service Desk team comprised of service desk technicians and specialists, team leads, and desktop support staff.

• Workforce Management

• Work closely with peer Manger of Site Services and Director of site services to lead the NVA Service desk team.

• Provide guidance, mentorship, and performance evaluations to ensure a high performing, accountable team.

• Partner with senior management and business unit leaders to align with business priorities.

• Build and retain a qualified service desk team through innovative hiring, training, and development

• Manage the service desk budget and ensure cost-effectiveness. Monitor expenses and optimize resource allocation.

Service Quality:

• Implement methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.

• Monitor service desk policies and procedures to ensure consistent, high-quality service delivery.

• Focus on achieving and exceeding service level agreements (SLAs) and key performance indicators (KPIs).

• Ensure customer service is timely and accurate on a daily basis.

• Actively respond to queries and handle complaints to maintain high levels of customer satisfaction.

Technical Oversight:

• Provide technical oversight and support for complex issues, ensuring effective troubleshooting and problem resolution.

• Develop expertise in multiple competencies relevant to the job.

• Identify and pursue service improvement initiatives.

• Document, track, and monitor problems using applicable systems and tools.

• Coordinate with other teams, vendors, or specialists to resolve systemic or crisis-oriented issues.

• Analyze service desk performance through various statistical and reporting methods. Provide insights and recommendations to upper management based on data analysis.

Qualifications

• Proven work experience as a Service Desk Manager or similar role in IT service management.

• Strong expertise in leadership and team management

• Familiarity with IT service management (ITSM) tools and best practices.

• Excellent technical knowledge and problem-solving abilities.

• Exceptional customer service skills and a focus on quality.

• Strong communication and interpersonal skills.

• Service Now experience is preferred

• NICE CXone experience, HDI certification, KCS certification, ITIL certifications are a plus

The compensation range for the position is between $95,000-$110,000 with opportunity for benefits.