Service Desk Operations Manager

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Job description

Overview:
As a Service Desk Operations Manager, you will be responsible for the strategic direction and leadership for the overall Service Desk support operations, including staff and service administration. You will effectively and efficiently manage the development and direction of the operational team in order to drive the growth of revenue and technical productivity, and to promote high quality customer satisfaction while building relationships and ensuring the integration of strategic plans with company operations.

From strategy to fulfillment to managed services, our engineering centric solutions enable our clients to realize what it means for technology to do more.

Responsibilities:

CORPORATE VALUES

Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.

Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.

Work/life balance that supports our employees' varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.

Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

COMMITMENT TO DIVERSITY, INCLUSION AND BELONGING

We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.

ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

YOUR IMPACT

The essential functions of this position include:

Foster collaboration and communication within a matrixed organization of leaders to identify and support both client-specific and service desk needs effectively.

Oversee, train, assist, and develop the Service Desk Operations staff to ensure a high level of competency and efficiency.

Establish a comprehensive vision and direction for the implementation of internal operations, aligning with organizational objectives.

Define team goals and lead staff to achieving desired results, while being accountable for performance

Monitor departmental and individual performance against goals to ensure that progress is being made; take corrective action, when necessary

Meet regularly with department heads/business unit leaders and customers; facilitate resolution of
issues/problems between business units and/or departments and customers

Foster a positive, team centric environment with a culture of openness, respect, and collaboration

Manage team recruitment, hiring, terminations and performance management

Support employee development through coaching, growth opportunities, and development

Develop and document strategies, processes, and procedures suitable for a Service Level Target (SLT) achievement driven environment, and identify opportunities for improvement to meet the departmental goals

Gather and report operational metrics, accomplishments, and priorities to leaders as required

Properly handle customer inquiries and complaint escalations

Analyze customer concerns and design / deliver service desk services to deliver exceptional customer service and support

Proactively and effectively manage communications pertaining to technical support, operations, changes, outages, and issues

Ensure that all reporting employees adhere to company policies and procedures

Perform other duties, as required

As a manager, you are also expected to:

Lead and guide team members, fostering growth through mentoring, coaching, and development, while ensuring effective communication and collaboration.

Promote an environment of inclusivity and respect, valuing diverse perspectives and encouraging open dialogue among all team members.

Collaborate on strategic initiatives, leveraging your expertise to drive innovation and positive change within the organization.

Cultivate a proactive approach to conflict resolution, striving for amicable solutions and escalating concerns as needed.

QUALIFICATIONS

Bachelor's degree in relevant field, or equivalent experience

7+ years of management experience managing a 7x24x365 technical staff

Experience with ServiceNow ticketing system

3+ years of managing resources in a call center environment

3+ years of managing call center telephony

ITIL Certifications V3 preferred

Effective leadership skills, with a strong focus on operations and business processes

Able to identify key issues and creatively and strategically overcome internal challenges or obstacles

Clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization

Effective attention-to-detail and a high degree of accuracy

High level of integrity, confidentially, and accountability

Sound analytical thinking, planning, prioritization, and execution skills

Managing a complex shift pattern in a call center environment

A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills

POSITION SPECIFICS

The base salary range for this position at commencement of employment is expected to be between $60,000 and $80,000 annually; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. ePlus Benefits highlights can be viewed .

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property, and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.

PHYSICAL REQUIREMENTS

While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.

By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.

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