Manager, Enterprise Service Desk

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.

Job Description:

About the Role

In this dynamic and impactful role, you will lead a large team of technicians, driving their development and fostering a truly exceptional service desk organization. This position demands leader with the grit to execute the ambitious departmental vision through relentless execution. You will assist in developing and implementing innovative strategies to optimize service delivery across the entire customer experience. You will be accountable for the outcome of your team in bringing this vision to life, delivering a truly exceptional customer experience, and creating XTIUM evangelists with every user serviced.

What You Will Do

• Manage individual team members through employee lifecycle including hiring, training, performance appraisals, performance incentives and disciplinary actions.
• Be responsible for frequent one-on-one meetings with each team member and individual development plans for each employee.
• Conduct monthly team meetings, employee performance reviews, and provide constructive feedback.
• Produce and present operational reporting, weekly/monthly service reviews to leadership and clients on SLA/SLO performance, volumes, and trends.
• Capacity and shift-coverage planning, forecast demand and plan staffing for a 24/7 desk, especially peak-hour coverage
• Own ITIL process adherence and knowledge management, ensure incident/request/problem/change processes are followed and the knowledge base is current
• Implement and oversee training and development programs to enhance team skills
• Monitor key performance indicators (KPIs) such as customer satisfaction scores, incident response/resolution times, and first-call resolution rates.
• Drive first-contact resolution and quality assurance, run call/ticket QA audits and coaching
• Be responsible for quality-of-service reviews, customer follow up, and subsequent coaching for improvement.
• Manage team schedules and allocate resources effectively.
• Ensure adherence to service level agreements (SLAs).
• Collaborate with other IT departments to resolve complex issues.
• Work with clients to gain feedback, identify improvement opportunities, and help grow relationships.
• Stay abreast of industry trends and emerging technologies.
• Explore and implement new technologies and processes to improve service delivery.

What Qualifies You

• 5 years of supervisory/managerial experience in an MSP environment.
• Excellent verbal and written communication skills
• Strong coaching skills and a focus on continuous improvement

• ServiceNow ITSM platform experience
• ITIL Certification
• Incident, request, problem, change and major incident management experience
• A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field
• Strong technical background
• Excellent analytical and problem-solving skills
• Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment
• Ability to work under pressure