IT Service Desk Manager

Location
Arlington, Texas
Salary
Not Specified
Posted
Aug 06, 2019
Closes
Sep 12, 2019
Sector
Manufacturing
Job Type
Permanent
Hours
Full Time
Minimum Experience Required
1 year
Degree Required
4-Year Degree
Manages Others?
Yes
Overview   Triumph Group designs, engineers, manufactures, repairs and overhauls a broad portfolio of aviation and industrial components, accessories, subassemblies, systems and aircraft structures. We partner with original equipment manufacturers (OEMs) and operators of commercial, regional, business and military aircraft worldwide, to provide products and services that solve their hardest problems. So whatever the part, component or complexity of assembly, Triumph is committed to quality, service and meeting the specialized needs of each customer. 
Triumph participates at all levels of the aerospace supply chain – from single components, to complex systems, to aerospace structures and their contents. We provide solutions for the entire product life cycle of an aircraft – from raw material to aftermarket service. Our unique ability to integrate a broad range of products and capabilities is our competitive advantage. 

We are looking for a qualified IT Service Desk manager to manage the performance of Level 1 and Level 2 services & support to internal clients to meet or exceed customer expectations. This role is responsible for ensuring that defined metrics/service levels are met, and that standards and processes are followed. 

   Responsibilities   
  • Oversees and manages the overall operations of the Global Service Desk, including a team of Service Desk Technicians 
  • Ensures that SLAs are being met and that the Service Desk is fulfilling its business objectives 
  • Supervises operations, coaches and mentors team to develop a customer-oriented support environment, employing a high degree of tact to promote a positive image of IT 
  • Takes ownership and overall responsibility for incident and service request management by adhering to established ITIL standards and best practices 
  • Establishes and manages a knowledge-base for efficient troubleshooting 
  • Responsible for remote/site support of end-users, desktop applications, ITSM policy/process documentation and end-user training 
  • Manages problem resolution by providing direction, training and development to Service Desk technicians to ensure customer service is timely and accurate on a daily basis. Provides a clear escalation path for end-users and Service Desk technicians 
  • Provides data and reporting of KPIs and trends on weekly, monthly basis and as needed. Drives “Ticket Deep Dives” to identify patterns and develops strategies for improvement 
  • Monitors and manages the Service Desk phone queue (participating in escalated calls as needed) 
  • Responsible for IT Communications for major incident outages/emergency activities to the organization 
  • Reviews customer survey feedback/suggestions to improve services and support experience 
  • Drives customer self-sufficiency by developing and communicating tips and techniques that enhance business productivity 
  • Supports the Change manager and participates in the Change Advisory Board meetings 
  • Carries out other duties which may be reasonably expected by the immediate manager or other IT leaders 
  •  
#LI-KD1  #GDOOR     Qualifications   
  • A solid technical background combined with customer service experience with a willingness to learn and develop new skills 
  • Ownership and follow up skills; dedicated and able to work to deadlines 
  • Able to work both as part of a team or under own initiative. Able to take responsibility for own and team’s actions and performance  
  • A positive attitude to customer problems and incidents in a high-pressured environment with an ability to motivate the team to achieve specific goals 
  • Bachelor’s degree in Computer or IT Sciences or equivalent degree 
  • 1-2 years’ experience supporting a service management system like Service Now, Cherwell or Remedy 
  • 5+ years’ experience in companies that have successfully used IT as a business lever in driving optimization and change with 1-2 years in a supervisory role 
  • Thorough understanding of ITSM standards and processes with training and/or certification in ITIL or a recognized HDI Service Desk certification 
  • Management of help desks for multi-site businesses with diverse user groups and ERPs, i.e. SAP, Cisco, Microsoft, desktop, engineering and other legacy software 
  • Excellent written and oral communications skills 
  • Excellent people management skills 
  •  
     

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