Service Desk Manager - Full-time / Part-time

Job Descrption:

The Service Desk manager will manage a 24 x 7 staff of Service Desk agents using a follow the sun model. The Manager will be responsible for all standard SLA's and Metrics such as ASA, Abandon Rate, aging tickets, etc. as well as CSAT rating. The Service Desk manager will also be responsible for implementing Service Management improvements using ITIL and ITSM best practices and will work closely with the client to develop processes and to implement process using the client's ticketing tool.

The ideal candidate will have a strong track record managing a Service Desk and utilizing a remote workforce as well as recent experience supporting Office 365 and the suite applications included in Office 365. The Service Desk is responsible for most knowledge articles, writing then, testing them and posting them. The First Call resolution for this Service Desk is much higher than industry standard due to the technical ability of the agents and the constant growth of the knowledge base.

The Service Desk Manager will need some background in supporting Life Insurance industry clients. Excellent written and verbal communication skills are required as the Service Desk Manager is the liaison between IT and the client's business users.

Required Skills:

• 7 years of Service Delivery experience
• 7 years as a User of Call Management Systems
• 3 years of Life Insurance experience