Full Time position for IT Service Desk Manager in Initially Remote (Atlanta, GA OR Houston, TX)

Hello Associates,
Hope you are doing wonderful.

Please find the job description below, appreciate if you can go through it and revert to me with your latest copy of resume ASAP and do let me know if your friends or colleagues who might be interested for this position.

Job title : IT Service Desk Manager

Location : Initially Remote (Atlanta, GA OR Houston, TX)
Duration : Full Time

Target Rate: $115K plus benefits

Client: RPC

Job Details:

· Monitors & tracks turnaround time for all tickets, interaction with customers, the accuracy of technical assistance provided, and proper closure/escalation of calls referred to other areas. Works towards consistently achieving or exceeding SLAs.

· Assists in daily operation of the Service Desk and resolving service requests, including those requiring hands-on work with PCs, printers, mobile devices, servers and all other associated end user peripherals and software.

· Reviews Service Desk ticketing database and follows up with assigned personnel to ensure timely resolution of incidents and problems.

· Plans, implements, and monitors the workflow process to monitor ticket urgency levels and support escalation as needed according to established cycle times for identification through to resolution.

· Works with Service Operations teams and other ancillary IT departments to establish available Service Desk training needs to enhance and improve support delivered to customers.

· Develops and refines workflows, processes, goals, and policies to continually improve the quality of customer service and technical service provided to the Service Desk customers.

· Maintains an in-depth knowledge of Service Desk supported products and services as part of continuous improvement effort.

· Compiles data regarding established performance metrics for the work unit, analyzes relevant data, prepares summaries, makes recommendations, and implements plans to improve metrics to raise service standards.