Talent500 is hiring for one of its clients
Position Summary:
The Manager Service Desk at ANSR Medtech, will lead the daily operations of the IT Service Desk, Advanced Tier resolution team, ensuring timely, professional, and high-quality technical support across the organization. This role is responsible for supervising Service Desk associates, managing incident resolution workflows, and driving continuous improvement. The ideal candidate will bring a strong background in IT support, leadership, and customer service, with a passion for operational excellence and user satisfaction. This role is critical in delivering exceptional service to internal stakeholders and contributing to continuous improvement in IT operations.
Key Responsibilities:
- Supervise and coordinate the daily activities of the Advanced Tier Service Desk team, ensuring prompt and professional resolution of technical issues related to hardware, software, and network systems.
- Plan and manage work schedules, assign tasks, and monitor performance to ensure service level agreements (SLAs) are met.
- Provide coaching, mentoring, and training to Service Desk team members on technical procedures, customer service, and new technologies.
- Develop and maintain documentation for support procedures, escalation protocols, and knowledge base articles.
- Monitor ticketing systems to track incidents, identify trends, and ensure accurate and timely resolution.
- Serve as an escalation point for complex or high-impact issues, working cross-functionally with other IT teams as needed.
- Generate and present regular reports on Service Desk metrics, user satisfaction, and areas for improvement.
- Recommend and implement process improvements, automation opportunities, and end-user training initiatives.
- Contribute to knowledge base articles and internal documentation.
- Advanced Troubleshooting & Resolution:Resolve complex incidents and service requests related to hardware, software, and network systems escalated from Tier 1 support.
- System Maintenance & Monitoring:Perform hardware diagnostics, component replacements, and monitor systems using remote management tools to ensure optimal performance.
- Follow established IT policies and procedures.
Required Qualifications:
- Bachelors degree in computer science, Information Technology, or related field preferred.
- 8-12 years of experience in IT support, with at least 2+ years in a supervisory or lead role.
- Proficient in Windows OS, Microsoft 365, Active Directory, remote support tools, advanced networking concepts,and common ITSM tools (e.g., ServiceNow, Jira Service Desk).
- Experience supporting enterprise environments, including Windows OS, Microsoft 365, and common ITSM tools (e.g., ServiceNow, Jira Service Desk).
- Proficiency in supporting and troubleshooting MacBook (macOS), iOS/iPhone, and Android devices, including configuration, connectivity, application support, and security compliance.
- Demonstrated ability to provide empathetic, responsive, and high-quality support to end users.
- Responsible for team development, hiring and performance management.
Preferred Qualifications:
- Familiarity with ITIL practices and ticketing systems like ServiceNow.
- Experience supporting users in a healthcare or regulated industry is a plus.
- ITIL v3/v4 familiarity and/or certification a plus.
- ServiceNow Certification a plus.
- Other relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple) a plus.
Skills & Competencies:
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in troubleshooting hardware, software, and network issues.
- Ability to prioritize tasks, manage multiple incidents, and work under pressure.
- Familiarity with ITIL practices and service management frameworks.
- Commitment to delivering exceptional customer service.
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