Service Desk Director/Manager

As the Service Desk Director at Base8, you will play a crucial role in managing the activities and responsibilities of the service desk team. Your primary focus will be to ensure high-level technical assistance to the team and deliver service and support to customers at agreed levels. Here is a breakdown of your key responsibilities: - Manage service desk team members and oversee their daily activities - Coordinate the dispatch process of service requests and field technicians to maximize resource utilization - Enhance the productivity of the team and optimize the usage of support resources - Communicate effectively with all parties to meet customer expectations - Address outstanding customer issues promptly and provide status updates - Conduct customer follow-up to ensure final resolution and satisfaction - Collaborate with technical personnel to resolve complex customer problems - Generate accurate reports and metrics for company management on Service Level Agreements - Understand service desk objectives and roles of team members - Support team development and task design and development - Identify and mitigate risks and ensure successful project delivery In addition to your primary responsibilities, you will also have the following duties: - Identify areas for improvement and propose constructive changes - Enhance customer satisfaction and relationships continuously - Escalate service desk issues to the Chief Technology Officer when necessary - Maintain system consistency by enforcing standards and procedures - Keep customers informed of progress, changes, and outages - Develop a deep understanding of the service catalog and customer needs - Conduct performance evaluations and mentor less experienced team members - Design training programs to enhance the team's skills - Lead regular team meetings and service board reviews - Document internal processes and procedures - Stay updated on industry trends and advancements Qualifications required for this role include: - 15+ years of IT/MSP experience, preferably with a ticketing system - Professional IT Certifications such as Microsoft MCP, MCSA, MCSE, Citrix CCEA, CCIA, Sonic Wall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP - Knowledge of cross-functional management methods and industry applications - Strong organizational, presentation, and customer service skills - Strategic planning abilities with a focus on long-term goals - Leadership skills with a customer-oriented approach - Familiarity with support tools, techniques, and service-oriented technology - Excellent written and oral communication skills in English Join Base8 as a Service Desk Director and contribute to our fast-paced, expanding company by providing superior service to our clients and working collaboratively to achieve our goals.,