Please forward the profiles to sande...@systelinc.com

I have a Full Time job role  as a Service Desk Manager in San Antonio, TX. 
Please review the details and forward the profile.

*Position: Service Desk Manager  *

*Location: San Antonio, TX*

*Duration: Full Time*


·         Experience managing a large Service Desk L1/ L2 team 

·         Understanding of Banking business

·         Oversee 100% of the IT requests, incidents and problems. 

·         Manage and coordinate urgent and complicated support issues. Act 
as escalation point for all requests and incidents. 

·         Develop and mature phone/ticket escalation processes to ensure 
free flowing escalation and information within the organization. 

·         Determine root cause of issues and communicate appropriately to 

·         Train, coach, develop and mentor Service/HelpDesk Specialists 
(Tier1 and 2) including career development. 

·         Oversee staff activities . As needed, schedule employees work 
times and provide backup support. Interact with customers 

·         Provide data and reporting of KPI’s and trends to IT team and 
others in ad-hoc weekly, monthly, quarterly and as needed. Will drive 
Ticket Deep Dive and develop strategies for improvement. Work to make 
Service/HelpDesk the single source of truth and service delivery channel 
for IT.

·         Monitor and manage ticket/phone queue (participating in escalated 
tickets/calls as needed). 

·         Oversee Solutions/Knowledgebase repository and ensure top quality 
solutions are available to the staff.

·         Develops Service and Business Level Agreements to set 
expectations and measure performance. 

·         Develops an effective and workable framework for managing and 
improving customer IT support in the organization. Advise management on 
situations that may require additional customer support or escalation. 

·         Keeps monitoring tools, hardware and software inventories up to 
date and ensure all nodes are monitored. 

·         Ensure maintenance/recurring tasks checklists are up to date and 

·         Work with HR to ensure adequate inventory onsite in anticipation 
of new headcount and growth.

·         Develops methodology and analyzes service delivery capacity based 
on business forecasts and systems and capacity planning. 

·         Pro-actively addresses capacity issues. 

·         Manage process for communicating outage/emergency activities to 
the organization. 

·         Manage consultants and vendor relationships as it depends on 
daily operational needs. 

·         Review survey feedback to improve services, tools and support 

·         Other duties as assigned of a similar nature or level.

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