Manager-IT Service Desk (100)
ECCO Select - Kansas City, MO

This job posting is no longer available on ECCO Select. Find similar jobs: Manager IT Service Desk jobs - ECCO Select jobs

Manager-IT Service Desk

Client is in search of a Manager - IT Service Desk.

Skills needed:
Position Summary:
Will provide supervisory and technical leadershipto the Service Desk in US and will work closely with peer supervisor in MX. Responsible for the performance of the IT Service Desk with regard to execution of processes/procedures, achieving service level targets for incident and request management as well as overall customer satisfaction. The Service Desk is comprised of Level 1 customer support staff.

Minimum Requirements

Formal Education:
List in order of importance


Associates degree or equivalent with emphasis in Information Technology


Bachelors and or advanced degree preferred

List in order of importance


Working knowledge of common operating systems and software applications.


Experience with providing support over the phone; present technical information to non-technical audience in a professional manner.


Experienced working in constantly changing work demands remaining productive during slow periods; multi-tasking during busy times; exercise patience and professionalism during stressful situations.


Supervisory and leadership experience.

List in order of importance


Develop & Energize People- Building positive and empowering work environments, recruiting the best talent, leveraging teamwork and diversity, placing a priority on people development.


Excellent problem solving and trouble shooting skills. Deliver Outstanding Results – focusing on the right priorities, making timely decisions, and delivering on short and long term- commitments.


Strong interpersonal skills, friendly demeanor and helpful attitude


Excellent verbal and written communication skills


Ability to work responsibly with or without direct supervision.


Strong reporting and metrics analysis skills.


Experienced with process and governance of level 1 and level 2 IT support (Incident and Request Management). Experienced with ITIL and/or ITSM frameworks.

List in order of importance

Gather detailed information to ensure customer satisfaction in every step of incident resolution and request/ fulfillment. Will document and communicate diagnostic steps as they troubleshoot the reported problem.

Work directly with the Service Desk staff and customers to solve issues related to assessing information in systems supported by client. Ticket and request resolution/fulfillment involves gathering necessary information, diagnosing the customer's needs and evaluating the options for proper resolution/fulfillment.

Responsible for reviewing ticket accuracy and monthly metric reports to IT management.

Collaborate daily with the Mexico Service Desk organization to ensure process/procedure consistency and identify failure points.

Be aware of upgrades and changes that directly affect the customer base supporting.

Provide training to new Technical Support Analysts to ensure a working knowledge of a wide variety of applications and systems.

Attend regular meetings and training activities.

Flexibility to work different shifts including evenings and weekends.

ECCO Select - 2 years ago - save job
About this company
3 reviews