Service Desk Manager

SUMMARY

The Service Desk Manager oversees the daily operations and performance of the service desk team, ensuring efficient and high-quality customer support while adhering to organizational standards. This role involves managing escalations, fostering strong business relationships, and implementing tools and training programs to enhance service delivery. The manager analyzes service desk metrics to anticipate customer needs, drive improvements, and align IT support with business goals.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical team members, at all levels in the organization.
• Monitor service desk ticketing system and spearhead prioritization/troubleshooting of all level 1 and level 2 issues.
• Monitor incident and service request trends to anticipate potential problems for proactive resolution.
• Accurately record, update and document requests utilizing the service desk software.
• Support and/or Lead project work as required by leadership, such as performing tasks, updating project schedule with status and reporting issues, etc.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes. with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.
• Train, coach and develop Service Desk team members.
• Utilize a collaborative, solutions-oriented approach, with effective communication skills and demonstrated ability to foster teamwork.
• Identifying and interfacing with all key stakeholders in a professional manner.
• Assists with the software and hardware asset lifecycle from acquisition to disposal.
• Assist and orient new hires with initial usage of IT systems as well as training team members on IT processes and/or end-user software.
• Troubleshoot and administers laptops, desktops, applications, printers, copiers, fax machines, telephones, monitors, and other IT equipment as required.
• Supports local site file servers and applications. May support remote sites as required.
• Ability to create documentation such as, but not limited to: SOPs, How To’s and Process Training, etc.
• Protect confidential information by not communicating, disclosing to, or using for benefit of third parties.
• Perform other related duties, as directed by IT Leadership team.

OTHER DUTIES AND RESPONSIBILITIES

• Actively contributes to team efforts to meet departmental and company objectives.
• Foster a positive team atmosphere and spirit.
• Communicate effectively with team members and management across all levels.
• Safeguard confidential information by refraining from disclosing, sharing, or using it for the benefit of third parties.
• Follow all company policies and procedures.
• Travel for business as required, including land, air, and overnight trips based on contract needs.
• Keep your driver’s license and passport in good standing.
• Uphold the highest standards of honesty and integrity at all times.

KNOWLEDGE, SKILLS & EDUCATION

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• • Education and/or Experience: Bachelor's degree in Computer Science, Management of Information Systems, Software Engineering, Cyber Security or related field from a four-year college or university. 5+ years of experience working in information technology support, help desk, or service desk and 3+ years of management experience or equivalent combination of education and experience. Experience in a manufacturing setting preferred.
  • Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. 
  • Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Computer Skills: Knowledge of ERP systems, and accounting, database, manufacturing, project management, spreadsheet, word processing and email software. SAP exp. preferred but not required.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics outlined here are representative of those required for an employee to successfully perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these essential functions.

While performing the responsibilities of this role, the employee is regularly required to stand, walk, bend, talk, and hear. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. There may also be occasional exposure to toxic or caustic chemicals. The work environment can be loud, and the employee may need to adhere to customer safety protocols, which may include, but are not limited to, the use of personal protective equipment (PPE) such as hard hats, safety glasses, goggles, hearing protection, and fall protection.

Mitsubishi Power Americas Inc. operates 365 days a year, 24/7, to provide reliable, excellent customer service to both internal and external customers. All team members are expected to contribute to this mission.