Desktop Support Manager

Creative is seeking a Desktop Support Manager responsible for managing and leading a high-performance team in a dynamic environment. The ideal candidate should have management experience, a strong technical skillset, exceptional client service skills and enjoy mentoring a team.

Requeriments

You are likely someone with a solid background in end-user support and troubleshooting, as this position involves dealing with a large, and often changing, number of day-to-day issues which arise in supporting the information technology requirements of our applications.

• Bachelor’s degree in IT or related field

• 5+ years demonstrating strong technical skills supporting end users

• 3+ years in a leadership capacity (Team Lead, Supervisor, or Manager)

• Experience using Professional Services Automation (PSA) tools or ticketing platforms such as ConnectWise, Autotask, ServiceNow, etc.

• Possess and demonstrate excellent interpersonal/communication skills

What You Will Do

This is an 80% management and 20% hands-on supervisory role where you will be responsible for the support of automation technologies and managing a team of support engineers in a 24x7 high-volume environment.

1. 1 Lead, coach and manage service desk teams on a daily basis to improve customer service and efficiency
2. 2 Implement best practices and standardize service desk processes to provide exceptional “white glove” service and deliverable
3. 3 Oversee the work performed by the team to help prioritize open tickets and tasks
4. 4 Provide guidance and direction on technical issues
5. 5 Develop and maintain KPIs for measuring team performance and improving customer experience
6. 6 Provide status reports to management and collaborate on new initiatives and technical planning