IT Service Desk Manager

• Oversee management of Service Desk functions and ensure Crossfuze's ability to deliver an excellent experience to our customers
• Manage supervisory team and provide guidance on their day-to-day and strategic activities
• Manage staffing levels of the Service Desk and ensure that we have the right people in the right roles
• Empower supervisory team to have career development discussions with their direct reports
• Mentor supervisory team in the delivery of progressive coaching conversations (e.g., written warnings, performance improvement plans, and terminations)
• Monitor Service Level Agreements (SLAs) to ensure the Service Desk is meeting goals and make necessary adjustments (e.g., scheduling and staffing) as needed
• Oversee, at a high-level, the process of Service Desk Training, Onboarding, Knowledge, Workforce Management, and Quality Management
• Contribute to and execute the company's vision while demonstrating to employees their value to the organization
• Assist with the Sales process as needed
• A high-level understanding of Lean Six Sigma concepts
• Perform other duties as assigned

Requirements

• College degree or technical certifications preferred
• At least 3 years of experience working as a manager, team lead, or supervisor in a customer service or technical support contact center with experience with rapidly shifting procedures preferred
• Demonstrated proficiency in troubleshooting and diagnosing of IT issues
• Ability to motivate and direct staff members and subordinates
• Proven complex analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Team-oriented and skilled in working within a collaborative environment
• Ability to create a strategy and prioritize initiatives to improve the experience of the team and the customer
• Ability to communicate, mentor, teach, and explain concepts at multiple levels with the capability to extract the business value related to the proposed solutions
• Proven understanding of Crossfuze as a business
• Strong verbal and written communication skills
• A passion toward working with our customers to solve business problems

Benefits

• Work from Home Options
• Custom Training & Development Programs
• Competitive Paid Time Off Benefits
• Competitive Salary
• Healthcare Plan (Medical, Dental & Vision)
• 401(k) with Employer Match
• Life Insurance (Basic, Voluntary & AD&D)
• Short Term & Long Term Disability

Equal Employment Opportunity

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.