Pluralsight is seeking an energetic, motivated, experienced Service Desk Manager to lead our IT service desk team with exceptional IT service delivery to our employees for corporate IT service continuity. The service desk manager will be charged with ensuring IT support cases are responded to and resolved timely with high quality. The candidate will ensure Pluralsight’s IT’s vision of the best possible employee technology experience is realized through excellent customer service, technical oversight, and efficiently managing a team of service desk engineers.
Manage the service desk team including the following responsibilities:
Act as a tier 2 escalation point for IT service engineers.
Take on a wider customer service role.
Report to IT leadership on any issues that could significantly impact the business.
Identify, create, and escalate problem management cases linking incidents.
Rigorously enforce strict inventory management controls.
Take responsibility for incident management and request fulfillment on the Service Desk.
Be diplomatic enforcing IT service policies to customers.
Ensure staffing and skill levels are maintained throughout operational hours by managing shifts, staffing schedules, etc.
Implement and hold team accountable for response time and resolution time SLAs.
Act as an escalation point where difficult or controversial calls are received.
Produce service delivery statistics and management reports.
Arrange staff training and awareness sessions.
Perform briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk.
Assist IT service engineers in providing first line support when workloads are high, or where itional experience is required.
Personnel management, career development, and mentoring.
Bachelors degree in M.I.S, Computer Science, or equivalent.
Proven experience exhibiting leadership and direction within a service desk function supporting 750+ employees in multi geographic locations.
Proven track record of continual service improvement in past IT service roles.
Strong attention to detail with ability to organize, prioritize and manage multiple tasks.
Creative thinking and excellent problem-solving skills.
Ability to work on multiple projects simultaneously both independently and within a team.
Excellent written and verbal communication skills.
Customer-focused, service-oriented and positive team-aligned attitude
Effective listening skills, awareness, and ability to follow the direction of IT management.
Ability to thrive in high demand, high pressure situations.
ITIL v3 certification a plus
MacOS experience a plus Qualifications
Be yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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