Cross-Platform Security Manager jobs in Bangor, ME

IT Service Desk Manager

Description

The Service Desk Manager plays a pivotal role in overseeing all Service Desk staff, ensuring optimal assistance for end users. This encompasses managing procedures related to incident identification, prioritization, and resolution, including the monitoring, tracking, and coordination of Service Desk functions. Additionally, the Service Desk Manager is accountable for planning, designing, and analyzing the organization's service desk in alignment with best practices, while upholding high standards of customer service quality and availability. Responsibilities extend to the development, implementation, and oversight of policies and procedures to maintain consistent service levels and swift resolutions. Staffing capacity planning, service process design, performance analysis, and the creation of proactive resolution plans fall within the purview of the Service Desk Manager. Furthermore, this role involves contributing to escalated problem resolution through hands-on, in-person support to end users when necessary.

Reporting to the VP of End User Support, the incumbent is a leader who works with staff and management within IT.

Responsibilities

• Manage and support the Service Desk team
• Formulate Service Level Agreements (SLAs) that clearly define expectations for problem resolution and timeframes, ensuring alignment with business needs.
• Develop and implement strategies to enhance the efficiency and effectiveness of the Service Desk operations
• Conduct a thorough analysis of Service Desk activities and documented resolutions, pinpointing areas of improvement. Devise and implement effective solutions to elevate the quality of service, aiming to both address current issues and proactively prevent future problems.
• Mentor the team, provide training, conduct performance evaluations, administer disciplinary action, suggest raises and promotions when necessary
• Engage in effective communication with users, offering support through both in-person and phone channels as needed.
• Play a key role in resolving escalated issues by providing hands-on, in-person support to end-users when necessary.
• Effectively troubleshoot and resolve various technical issues to ensure the smooth functioning of systems and services.
• Oversee the handling of incoming calls to the Help Desk through telephone and e-mail channels, ensuring a courteous, timely, and effective resolution of end-user issues.
• Make recommendations to improve operational efficiency
• Track and analyze trends in Help Desk requests and generate statistical reports

Position Requirements

• College diploma or university degree in Computer Science and/or 6 years equivalent work experience
• Knowledge and experience with Microsoft OS and M365 environment
• Knowledge and experience with Zendesk ticketing system
• Demonstrated experience in the management of a technical support team
• Excellent analytical and troubleshooting skills
• Ability to work under pressure
• Excellent leadership and people management skills
• Strong customer service skills

Personal Attributes

• Solid relationship management and performance management skills
• Ability to motivate and direct staff members and subordinates
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills
• Ability to conduct research into issues and products as required
• Ability to present ideas in business-friendly and user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Team-oriented and skilled in working within a collaborative environment

Work Conditions

• 40-hour work week on-site as required with on-call availability
• Some travel required
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

Lifting and transporting of moderately heavy objects, such as computers and peripherals

Job Types: Full-time, Permanent

Pay: $61,778.95 - $80,314.43 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Experience level:

• 6 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Bangor, ME 04401: Relocate before starting work (Required)

Work Location: In person