Transcendent Talent Hiring for Service Desk Manager at Secaucus, NJ Full Time

Duties/Responsibilities:

• Oversees the day-to-day management of the Service Desk team.
• Ensures that the technical teams have the resources, tools, and training necessary for

effective service delivery and that roadblocks are removed to optimize performance.

• Leads the development and implementation of internal processes and practices for

effective and efficient service delivery and operational performance.

• Analyzes operational workflows and recommends areas for improvement. Maps these

changes to functionality within the ITSM.

• Facilitate proactive maintenance scheduling and support dispatch needs.
• Oversee daily coordination of ticket queues.
• Act as a liaison between the client, Technical Account Lead and FTE to bridge gap to a

measured outcome.

• Coordinate and schedule appointments as needed to achieve client deliverables.
• Ensure engineers are entering time correctly in ticketing system, including correct

contract, appropriate effort, and scope to facilitate approval process for invoicing.

• Manage client ticket health for FTE clients.
• Understands the business needs and technology options for external customers. Works

collaboratively with Senior Leadership and internal teams to provide technology services
and support that meets business goals and objectives.

• Ensures that operational workflows and standards are properly communicated to staff,

accurately documented, consistently updated, and followed.

• Identifies opportunities to improve customers’ experience, monitors the performance of

the service desk team, develops strategic procedures on service delivery, and coaches
the team to increase effectiveness and productivity.

• Understands and utilizes KPIs and other data-driven methods to analyze performance.
• Ability to analyze data to develop performance conclusions for client analyses.
• Handles complaints and feedback from clients and manages client satisfaction based on

their user experience.

Job Type: Full-time

Pay: $100,000.00 – $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Work Location: One location