Service Manager for IT Help Desk team needed- Honolulu

Essential Duties:

· Manage the service desk team’s daily activities

· Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team

· Manage the dispatch process of service requests to ensure full utilization of technical resources

· Improve usage of IT Support resources and increase productivity of the team

· Communicate with all parties in a constructive manner to guarantee customer expectations are met

· Maintain awareness of all outstanding customer pre-and -post-delivery issues and provide status to clients as necessary

· Perform customer follow-up to verify final resolution and determine satisfaction level

· Interface with appropriate technical staff for customer problems that can’t be resolved effectively

· Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements

· Understand overall service desk objectives and the role/function of each team member

· Manage the development of the team by ensuring that daily tasks and activities are in line with their interests

· Assist the service desk team in design and development tasks

· Contribute to the continuity of computer services by providing necessary technical leadership

· Drive problem investigations and resolutions as required

· Ensure that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through production

· Design and maintain process documentation for the service desk team

· Manage the process of implementing change efficiently and effectively

· Maintain all customer and Company Information Technology standards

· Assist in the managing of remote monitoring and management system to ensure consistency and accurate reporting of customer devices.

Other Duties:

• Identify areas for improvement and make constructive suggestions for change

· Seek opportunities to increase customer satisfaction and deepen customer relationships

· Escalate service desk issues to the Engineering Service Manager as required

· Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions

· Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

· Facilitate regular service desk team meetings and service board reviews

· Document internal processes and procedures related to duties and responsibilities

· Review and approve the service desk teams’ time and expense sheets in the Help Desk System

· Enter all work as activities, service tickets, or project tickets into Help Desk System

· Other duties may be assigned to meet business needs