IT Service Desk Manager (FTE)
Company: Adept Source
Location: Redwood City
Posted on: September 15, 2023
Title: IT Service Desk Manager
Location: Redwood City, CA (onsite)
Type: Full-time Permanent (competitive salary + bonus and
*Ideal candidate will have previous service desk management
experience in the Life Sciences, Biotech or Pharmaceutical
The IT Service Desk Manager's role is to oversee all Service Desk
staff and ensure that end users (approx. 400+) are receiving the
appropriate assistance. This includes the responsibility of
managing all procedures related to identification, prioritization
and resolution of incidents, including the monitoring, tracking and
coordination of Service Desk functions. The Service Desk Manager is
also responsible for planning, designing, and analyzing the
organization's service desk according to best practices, like the
Information Technology Infrastructure Library (ITIL), while
ensuring high levels of customer service quality and availability.
This individual will develop, implement, and oversee policies and
procedures to ensure consistent service levels and quick
resolutions. The Service Desk Manager is also responsible for
staffing capacity planning, service process design, performance
analysis, and developing proactive resolution plans. The Service
Desk Manager will also contribute to escalated problem resolution
by giving in-person, hands-on support to end users when
Responsibilities: Responsible for management, prioritization and
dispatch of incoming calls to the Service Desk via telephone,
e-mail, chat to ensure courteous, timely and effective resolution
of end user issues. Ensure compliance with Service Level Agreement
Use best practices in the delivery of technical support such as:
Average Speed to Answer, First Call Resolution, CSAT, and support
metrics tracking and reporting.
Develop and enforce request handling and escalation policies and
Track and analyze trends in Service Desk requests and generate
Maintain a mindset of continuous improvement, in terms of
efficiency of support processes, customer satisfaction and the
application of tools for monitoring.
Identify, recommend, develop, and implement end user training
programs to increase computer literacy and self-sufficiency.
Oversee development and communication of help sheets, usage guides
and FAQs for end users. Send User Communications when there are
planned and unplanned outages.
Attend training seminars, conferences, and trade shows to broaden
knowledge of current and future Service Desk issues and
Oversee the development, implementation and administration of
service desk staff training procedures and policies. Develop and
maintain knowledge base articles (KBA).
Motivate support team through performance coaching and training
objectives Contribute to escalated problem resolution by giving
in-person, hands-on support to end users when necessary.
Monitor incident trends and anticipate potential problems for
Manage Operational budget and related purchasing tasks.
Ensure appropriate training initiatives for new and existing
Requirements:7 years of experience and 3 years of Management
Extensive application support experience with various modules of
ServiceNow & Office 365
Extensive knowledge of computer hardware, including PCs and
Working knowledge of a range of diagnostic utilities and remote
Experience with desktop and server operating systems, including
latest Windows and Mac OS.
Familiarity with the advanced principles of ITIL. ITIL
Proven track record of developing and providing SLAs and Service
Demonstrated progressive experience in the management of a
technical support team.
Experience leading a Service desk team is mandatory.
Keywords: Adept Source, Redwood City , IT Service Desk Manager (FTE), IT / Software / Systems , Redwood City, California
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