Service Desk Manager

ProviDyn is an Inc. 5000 ranked Managed Services Provider (MSP) headquartered in the Atlanta, GA serving small and mid-sized businesses and nonprofits here and all over the world. Our offerings include managed IT services, cloud services, managed security services, back-up and disaster recovery services as well as professional services that encompass special projects, IT Advisory, M&A due diligence and regulatory compliance. As a trusted advisor, we take a consultative approach with a heavy focus on aligning with growing organizations who value the application of strategy, budgets, and proven processes to improve performance, reduce risk and control costs. Our clients view us as true partners who monitor, manage, support and secure all IT systems and users – no matter where they happen to be – onsite, in the cloud, on the road and all points in between.

The Service Desk is ground zero for delivering The ProviDyn client experience as well as refining,
maintaining and projecting the vibrancy of our culture. You will be responsible for leading, organizing,
and inspiring a managed services team to achieve a high level of performance and quality in the
execution of services and support that make clients feel ProviDyn is the best investment they ever
made. The primary metrics for this position are Employee Utilization which includes billable hours, client
loyalty/retention, profit margins, and support call management.

Responsibilities of Service Desk Manager include:

Leading the Service Delivery Department

  • Lead the formation and execution of service related strategies to meet goals
  • Communicate direction and progress to the team
  • Manage the service desk team’s daily activities
  • Manage utilization of IT Support resources and increase productivity of the team
  • Manage the dispatch process of service requests to ensure maximum utilization of technical resources
  • Function as the client’s primary point-of-contact for problem identification and resolution for issues that have been escalated by the team
  • Resolve project and client issues independently with minimal escalation to Senior Director of Operations
  • Strategize with sales regarding the ability to sell and deploy new tools and solutions
  • Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements
  • Responsible for delivering service revenue to meet or exceed agreed budget
  • Responsible for managing COGS and gross margin to provide agreed EBITDA contribution

Leading the Service Delivery Department

  • Lead activities to ensure current clients feel connected and well served by the delivery organization
  • Business awareness: specific knowledge of the client and how IT relates to their business strategy and goals
  • Responsible for holding regular meetings and touch base calls with key clients.
  • Responsible for identifying add-on sales of services to existing Managed IT Services clients
  • Responsible for onboarding activities with new clients
  • Communicate escalated issues to clients: keeping them informed of progress, notifying them of impending changes or agreed upon outages, etc.
  • Work with the management team to ensure solutions meet client needs and market feedback is incorporated back into vertical strategies

Delivering High-Quality Services

  • Continually seek opportunities to increase client loyalty and advocacy as well as deepen client relationships
  • Communicate with all parties in a constructive manner to guarantee client expectations are met
  • Maintain awareness of all outstanding client pre- and post-delivery issues and provide status to clients as necessary
  • Perform client follow-up to verify final resolution and determine satisfaction level
  • Interface with appropriate technical personnel for client problems that cannot be resolved effectively
  • Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
  • Develop in-depth knowledge of the service catalog and how it relates to client’s needs
  • Review all proposals for adequate quoting, and appropriate deliverables
  • Responsible for ensuring adequate engineering resources are available to meet demand and are appropriately trained
  • Forecasting hiring needs, participating the interview process, making offers and onboarding; as well as ongoing education and certification planning for service team staff
  • Responsible for the coordination for all team services events, such as new feature/version training and roll out
  • Responsible for project and support oversight to ensure client needs are being met
  • Assigns resources to projects and support cases
  • Ensures quality standards of service delivery
  • Works with the support team to ensure support cases are appropriately staffed and resolved
  • Review all Managed IT Services contracts for consistency in methodology, deliverables
  • Strive for continuous improvement in processes and procedures that improve service delivery and effectiveness

Serving, Supporting, Praising and Rewarding the Team

  • Provide leadership and direction to the service delivery team, motivating their performance, managing their interests and concerns, and instilling loyalty, engagement and retention
  • Understand and support corporate strategies and the impact on the services delivery team
  • Direct and participate in the performance management system across the service delivery team
  • Staff management of the service delivery team; meet regularly with team members one-on-one to review goals and performance, determine training needs and provide appropriate training and tools, and provide coaching, praise and mentoring
  • Act as team lead for existing staff until the size of the department increases
  • Review and approve the service desk team’s time and expenses sheet
  • Document internal processes and procedures related to duties and responsibilities
  • Make sure the entire team is on message with ProviDyn’s basic value proposition and market offering.
  • Report to the Senior Director of Operations

Knowledge, Skills, and Abilities Required

  • 4-year bachelor’s degree or equivalent professional experience
  • 5 years in service delivery management
  • 3 years in experience delivering IT Support
  • 3+ years proven track record of successfully implementing Microsoft Technologies in one or more of the following roles: Solutions Consultant, Project Management, or Implementation Consultant.
  • 3+ years of Project Management experience.
  • Professional Certifications, such as MCP, ITIL, SDI, PMI, Project+
  • Experience with ConnectWise, BrightGauge, PagerDuty, and other key MSP platforms
  • Knowledge of IT applications, processes, software, and IT equipment
  • Exceptional interpersonal, communication and relationship building skills
  • Strong problem solving and conflict resolution skills
  • Ability to work in a fast-paced environment and effectively meet deadlines
  • Excellent time management/organization skills with attention to detail and the ability to handle multiple tasks simultaneously
  • Ability to recognize and discuss business requirements at a CxO level and establish relationship as trusted advisor for business direction. This includes follow-up activities resulting in sales or other company corporate involvement

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