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Service Desk Manager

Location
LocationNorth America, New York
Salary
Salary90,000
Published
Published13th January
Sector
SectorCommercial Real Estate Innovation
Job Type
Job TypePermanent
Consultant
ConsultantGlenn Nicholson

PropTech Service Desk Manager role based in New York, US

Our client is seeking a talented Service Desk Manager to join their customer service-driven Support Team based intheir NY headquarters location.

Their vision is to give their employees the best possible technology experience by offering innovative technologiesand supporting them with a “white glove” level of service.

The Service Desk Manager is a senior support analyst role that will provide hands-on support to our client’s usersnationally and lead the team in their New York location. This role is crucial to ensuring customer requirements aremet in terms of communication, prioritizing, escalating, and resolving incidents and requests.

The Service Desk Team Leader will partner with the Director of Technical Services to provide leadership andmentoring to the Service Desk Team and will drive a culture of continual process improvement within the ServiceDesk team.

This candidate will assist our client’s users to leverage technology and solve business problems by being the first point of contact for all technology-related problems and will be responsible for escalating un-resolvable incidents to a specialist. The Service Desk Manager supports North American clients over the phone using remote connectiontools and hands-on in the New York location.

What you’ll do
  • Prioritize incident and service requests
  • Leading incidents and requests to resolution
  • Lead, coordinate and allocate incidents and requests
  • Be an escalation point and provide coordination and support for the Service Desk during high severityincidents
  • Provide technical mentoring and coaching of team members where
  • Direct and oversee the work of Help Desk professionals, including training, mentoring and professionaldevelopment
  • Raise and work with other team leaders on resolving reoccurring incidents/requests
  • Ensure processes are carried out in accordance with agreed standards or procedures:
    1. Record, classify and prioritize requests and incidents
    2. Identify and record incident symptoms, determine possible causes and either resolve or allocate for
    3. Ensure documentation of incident resolution, where it may be reusable is submitted into the knowledge
    4. Verify with the affected Users that the service request/incident has been satisfactorilyfulfilled/resolved and then
  • Monitor the Service Desk Team’s daily Service Desk ticket flow and
  • Contribute to internal IT and end-user knowledge base content
  • Collaborate with all areas of IT to deliver exceptional in-house service and support
  • Participate in selecting corporate desktop/laptop hardware standards
  • Maintaining desktop/laptop and related equipment inventory
What you’ll support
  • Mobile Device Support (iOS, Android)
  • Windows and Mac Support (JamF knowledge is a plus)
  • Microsoft Active Directory user and group management
  • Cloud-based solutions include but not limited to Office 365, Box, Smartsheet, Slack, and Zoom
  • Microsoft end-user software
  • HP & Lenovo Desktop/Laptop technologies
  • Antivirus technologies
  • CrashPlan Cloud Backup
  • Adobe product support
  • Mimecast Spam Filter Technologies
  • Cisco phone technologies
  • Conference room AV support
  • Printer support and maintenance
  • Salesforce support experience a plus
What you’ll need to be successful
  • Superior customer service mindset – the ability to be empathetic, accurate, resourceful, conscientious,and operate with a sense of urgency
  • Treating people with trust, respect, and compassion
  • Player / Coach mentality – happy to be “hands-on” in all aspects of our client’s team’s work
  • Excellent judgment to prioritize customer issues based on their urgency and impact on
  • Working knowledge of support industry best practices for world-class customer service in technicalsupport/services environment – particularly Salesforce, ServiceNow, or other support system, as well as Jira orsimilar
  • Communicating openly, honestly, and acting with integrity
  • Excellent verbal and written communication skills
  • Ability to handle aggressive mission-critical deadlines
  • Looking for any areas of improvement and suggesting changes
  • Ability to multitask
  • Welcoming new ideas
Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5:30 p.m. May vary depending on other Service Desk member’s schedules.

Travel

Limited travel to remote offices may be required.

Required Education and Experience
  1. 3+ years experience as a technical support manager
  2. 5+ years work experience in a Service Desk position
Preferred Education and Experience 
  1. Bachelor’s degree
  2. Prior Team Leader experience
  3. Prior experience supporting MACs in a corporate environment is a plus
  4. Commercial real estate experience
  5. Technical / Support Certifications

LMRE Tech consultant

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Glenn Nicholson

Glenn Nicholson

+44 (0)20 3833 2248

glen.nicholson@lmre.tech

LOCATION: Tech

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