The IT Service Desk Manager’s primary objective is to rapidly resolve technology issues that are reported through the PrudentRx ticketing system. The position requires a hands-on technical leader who is responsible for delivering a world class support experience for end-users and external partners. The Service Desk manager is expected to assist with complex technical issues while utilizing an analytical mind set. A seasoned IT Service Desk manager is skilled in leading a team of various services desk tiers, can assist in resolving all service desk issues, and implement department changes.

Position Details

• Tampa, FL/ Hybrid 4 days on site
• 8-5pm with on call responsibilities
• Equipment and hardware provided. Interviewing, orientation and training are conducted virtually

Responsibilities

• Manage IT Service Desk staff on daily operations of the IT Service Desk to ensure quality customer service and technical support is provided.

• Train the Service Desk staff to ensure the team is adequately and professionally resolving customer support requests and inquiries.
• Manage escalation cases ensuring timely resolution of issues including the Salesforce, IT Infrastructure, and Development teams.
• Ensure that the IT Service Desk is meeting service level agreements (SLAs) and customer satisfaction goals.

• Ensure the timely and effective resolution of customer support requests conducted by the Service Desk team.
• Maintain up-to-date records of all customer support requests and resolutions.
• Develop and implement policies and procedures for handling customer support requests, including establishing service level agreements (SLAs) and monitoring compliance.
• Establish and implement ITIL standards.
• Maintain up-to-date knowledge of industry trends and technologies.
• Ensuring that all hardware and software used by the IT Service Desk is properly maintained and updated.
• Ensure the IT Service Desk complies with all relevant regulations and policies.
• Communicate to senior management and leadership on a weekly bases regarding Service Desk operations, including project updates and team performance.
• Consistently meet services and project deadlines within the department’s budget.

• Conduct department analysis for trends and recommendations including updated technology/systems, service desk performance and metrics, and all other departmental needs.
• Develop and maintain Technical Support/knowledge base.
• Manages the software and hardware purchases for the division. This entails analysis of technology trends and recommendations for effective and economical solutions to IT needs. Inspect the use of technological equipment and software to ensure functionality and efficiency
• Identify the need for upgrades, configurations or new systems and report to upper management.
• Manages and works with cross-team projects.
• Conduct annual performance evaluations for all direct reports.
• Complete all necessary continued learning and training requirements per department and company need.
• Other essential duties as assigned.

Qualification and Requirements

Required

• Bachelor or Associate degree (preferred degree in Computer Science)
• Minimum of 7 years of professional and technical experience in IT with a strong background in all aspects of customer service.
• Minimum of 4 years’ current management experience that demonstrates proficiency in leadership techniques and management of resources
• Strong technical background and knowledge of the hardware, software, and systems that are being supported including Microsoft O365.
• Customer service skills.

Preferred

• HaloITSM, Microsoft Intune, VDI
• ITIL Foundations Course and/or Certification

Work From Home Requirements

The employee must provide their own reliable, high-speed internet with sufficient bandwidth (25/25mp) to execute all job functions. Additionally, the employee must provide a private workspace with a desk and chair, free from distraction.

Physical Demands and Working Conditions

Duties are performed primarily in a home office setting utilizing Company provided computer equipment. While performing the duties of this job, you will regularly sit and talk. The employee is frequently required to use their hands. Employee will occasionally be required to stand and walk.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Benefits

Eligible for benefits within 30 days

• Health
• Dental
• Vision
• STD, LTD, Critical Illness and Accident
• Company Paid Life Insurance
• 401(k) 100% company match up to 4% 90 days

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