Job Description

Service Desk Manager
Job Number: 21-07503
Use your skills where innovative technology solutions begin. Eclaro is looking for a Service Desk Manager for our client in Minneapolis, MN
Eclaro’s client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!
Position Overview:
  • This position is located within the Information Technology Services (ITS) department and is responsible for providing leadership and direct day-to-day management to helpdesk staff of technicians that support customers.
  • Manage the day-to-day operations of the ITS helpdesk and its support technicians
  • Manage staff schedules
  • Define division Service Level Objectives
  • Identify, document and implement improvements to standard operating procedures for the division
  • Develop, document and maintain formal helpdesk procedures for consistency and increased productivity
  • Develop, document and promote a customer care philosophy that ensures customer satisfaction
  • Define, analyze and report on helpdesk performance through statistical and reporting methods
  • Perform quality control monitoring on helpdesk personnel
  • Maintain call center application
  • Perform extensive dashboard and management reporting for the helpdesk as well as the entire ITS department
  • Act as escalation point for all incidents and service requests
  • Maintain a training program and documentation for all day-to-day activities associated with the helpdesk
Required Qualifications:
  • Any combination of education and experience equivalent to a Bachelor's Degree from an accredited college or university and four (4) or more years helpdesk management experience providing service delivery and support, including two (2) or more years experience supervising a staff of five or more in a helpdesk environment
Preferred Qualifications:
  • Degree in Management
  • Experience managing a 24/7 helpdesk operation
  • Knowledge of Windows 10 and Microsoft Office Suite 2016/2019/ProPlus
  • Knowledge of Microsoft M365 services and how to support that type of online service environment
  • Knowledge of Cherwell, and/or ServiceNow, Microsoft System Center Configuration Manager (SCCM) and Service Manager
  • Industry certification
If hired, you will enjoy the following Eclaro Benefits:
  • 401k Retirement Savings Plan administered by Merrill Lynch
  • Commuter Check Pretax Commuter Benefits
  • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro
If interested, you may contact:
Greg Papalexis
Equal Opportunity Employer:
Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Application Instructions

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