Careers : Vacancies inside North America
AMERICAS SERVICE DESK MANAGER
Due to a large volume of work, a vacancy has arisen with us for a Service Desk Manager. Based in at our Head Office in Reston, Virginia, you will take on the role of Service Desk Manager for our IT Helpdesk. The successful candidate will be responsible for managing a team of Customer Service Representatives, providing a first point of contact for our customers, allocating work to our technicians, updating and monitoring IT systems and dealing with all personnel matters to include appraisals, training and development. You will have previous management experience within an IT/call centre/customer service environment, and be familiar with working to strict SLA’s. IT literacy is essential, ITIL training & qualifications are preferred but training for specific technical skills would be provided
Position Overview: Reporting to the VP of Operations, the Service Desk Manager will manage and direct the daily activities of the Service Desk Representatives from our USA Head office in Reston, VA. Supervising, planning, and managing functions concerning the Service Desk operational environment while focused on best practice. Carry out supervision, call monitoring, coaching, training, disciplining, and reviewing all reporting staff. Initially, assisting in the development, planning, creation of the Service Desk. Actively involved in the initial and on-going recruitment of Service Desk representatives. Creating and developing internal service desk processes that meet the requirements of our customer base.
Join Our Team: ServiceTec International Inc. specializes exclusively in the provision of Managed IT Services to the world’s airport and airline industries, and have been doing so since 1989. Operating globally, with headquarters in the UK and the USA, and offices in the Canada, Germany, The Netherlands and Japan, we partner with airports and airlines of all sizes to manage, maintain, monitor and support business and mission critical.
Competencies:
- Ability to inspire and support people
- Good people and interpersonal skills in order to build effective relationships with all levels of professionals
- Organised and methodical with the ability to plan well and prioritise work
- Maintain calmness under pressure
- Good IT and accurate typing and data entry skill
- Ability to understand as well as grasp basic customer information
- Ability to handle a diverse range of people
- Excellent communication, customer service and decision making skills.
- Foreign languages ability advantageous, in particular Spanish
- Interest in helping customers
Qualifications and Certifications:
- College diploma or university degree in the field of computer science, information technology, or related field and/or 2 years equivalent work experience.
- Proven experience in managing/supervising call centre/service desk activities
- ITIL Foundations training/qualifications advantageous
Should this opportunity be of interest to you, please send your resume and cover letter to:
ServiceTec International, Inc. is an Equal Opportunity Employer and will comply with all applicable local, state and federal statutes concerning equal employment opportunity with regard to all employees whether full time, part time, casual, temporary, seasonal or contract.
The Company will not discriminate on grounds of sex, trans-gender status, sexual orientation, religion or belief, marital status, civil partnership status, age, race, ethnic origin, colour, nationality, national origin, disability or on other grounds not prohibited by legislation.
This policy applies to the process of recruitment and selection (both internal and external), promotion, training, conditions of work, pay and benefits and to every other aspect of employment, including general treatment at work and the processes involved in the termination of employment.
We thank all applicants for their interest; however only those selected for an interview will be contacted.
: