Service Desk Manager

Detroit IT provides IT services to businesses throughout Metro Detroit and Southeastern Michigan. We provide Exchange server support, Office 365 migrations, ongoing remote support, a fully staffed Helpdesk, managed IT services, and consulting that help business' run efficiently.

Detroit IT is looking for a Service Desk Manager to assume responsibility for the overall performance of the Service Desk and ensure maximum productivity of technical resources.

Job Responsibilities:

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  Plan, prioritize, and delegate work tasks to ensure proper functioning of the department.
  
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  
• Ensure compliance with key partner’s technical certification requirements.
  
• Oversee Service Desk metrics, and strive for continuous improvement including first call resolution rate.
  
  Ensure that all service level agreements are met, and SOP and/or processes are being followed.
  Handle complex and escalated customer service issues.
  
• Review and resolve customer complaints, and evaluate the need for preventative measures.
  
• Guarantee the necessary resources and tools are available for quality customer service delivery.
  
• Ensure that client systems are configured and managed in a way that meets client needs and industry best practices.
  

• Bachelor’s Degree in Information Technology or a related field from a recognized university, preferred.
  
• Self-Motivated, with a passion for IT and excellent customer service.
  
• At least two recognized industry certifications, preferred.
  
• Experience of at least four years in a service desk or helpdesk environment and at least 2 in management.
  
• Strong verbal and written communication skills.
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  Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
• Experience in managing a team to accomplish common goals.
• Experience in gathering insights data from multiple sources and making informed decisions where necessary.
• Ability to meet deadlines and be held accountable.
  
• Organized, thorough, and able to produce detailed documentation as necessary.
  

• Competitive pay package that includes base salary or hourly pay and potential to be included in the company bonus plan. 

• A casual and fun work environment.

• Ongoing growth and development opportunities including training, on-the-job experiences, and volunteer opportunities.