Service Desk manager Full-Time

1 month ago

jaipur, India HyreFox Consultants Full time

About Concord:

Headquartered in Seattle, Washington, Concord Technologies isthe provider of Concord Cloud Fax and NEXTSTEP. Concord Cloud Fax is a secure,compliant cloud fax service for healthcare and enterprises. It is designedspecifically for organizations where compliance with industry regulations iscritical. We are the hub for exchanging millions of healthcare documentsevery day and are dedicated to fundamentally changing how health informationmoves.


NEXTSTEP is also cloud-based, and it's used by healthcareorganizations and other large companies to automate manual workflows. NEXTSTEPis the most effective way for enterprise-grade organizations to captureimage-based data, grant even the largest teams access to that data, theneffectively process and integrate it with the systems in use within theorganization.

Job Summary:

The service Desk at Concord provides a single point of contact(SPOC) between the organization and end-users. A foundational element of ITservice management, service desk handles the full life cycle of IT servicedelivery, from being “eyes on glass” to managing service requests to resolvingissues, and planning service upgrades.

In addition to these essential tasks, the service desk isresponsible for identifying and pursuing service improvement initiatives,managing complaints, suggestions, and compliments. A strong, healthy servicedesk team is consistent; committed to quality and regular quality improvements;viewed throughout the organization as an important component of the company.

Job Description:

The Service Desk Manager (SDM) is a critical role in The service Desk team, will be responsible for overseeing the day-to-dayactivities of service-desk operations to ensure timely and high-qualitydelivery of services to Concord’s customers.

The ideal candidate will have many years of experience in ServiceDesk Operations, IT Service Desk, Infrastructure and Application Management orNOC Support. You will manage a team of Service Desk Engineers (SDE), beresponsible to monitor operations and ensuring issues and service requests areaddressed in a timely manner, you will assist in defining metrics/benchmarks,and ensure that standards and processes are followed to provide effectivelyservice and meet requirements.

You will mentor and coach the team members so they can meetand exceed performance expectations, help guide their training path tofacilitate a learning and growth environment, their success is your success.

·Manage the day-to-day operations ofthe 24/7 Service Desk team.

·Responsible for supervising theteam, managing team conflicts, and demonstrating quick decision-makingcapabilities to maintain sound team health.

·Oversee team schedules and resourcecapacity for each shift to ensure balance.

·Supports team members actively toresolve tickets.

·Lead the team from the front andalways offer support & mentorship.

·Monitor metrics to ensure continuous improvement on all processes, as well as to identify problem trends to reducefuture service incidents.

·Develop and implement procedures toprovide high-quality services both internally and externally

·Owner of key measurements andservice levels for Service Desk services.

·Conduct regular check-ins with alldirect reports to monitor performance, track progress on the completion of workduties, and discuss successes and challenges.

·Conduct semi-annual performanceevaluations for all direct reports.

·Regularly connect with leadershipand management to review Service Desk performance and ongoing issues.

·Involved in Hiring and Recruitmentof employees.

Education, Skills, and Experience Required:

·IT-related bachelor’s degree orbachelor’s in business administration with a technical background.

·Total IT/Technology experience of5-10 years with knowledge and understanding of best practices for servicemanagement

·Minimum of three years experiencein managing a Service Desk team or similar.

·Strong written and spokencommunication skills in English are mandatory.

·Excellent technical skills, abilityto troubleshoot critical issues and guide team members.

·Excellent problem-solvingcapabilities and lateral thinking skills.

·Ability to collaborate with variousteams locally and globally to deliver best in class services

·Self-motivated with leadershipskills and a positive attitude

·Experience with the ITIL processrecommended.

Other Details

Keywords : . Industry : IT - Software Employement Type : PERMANENT

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