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Service Desk Manager
Arraya Solutions
Remote, USA
Full-time
Senior · 5+ years experience
Remote
USD 115000-130000 yearly / year
Discovered 1 weeks ago
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Supervisory Responsibilities
- Directly manage Service Desk Team Leads and oversee all Service Desk Technicians.
- Conduct regular one-on-one meetings with Team Leads and Service Desk Technicians to review performance, challenges, and development plans.
- Approve time off, manage scheduling conflicts, and ensure adequate coverage across all shifts
- Own hiring, onboarding, and offboarding for all Service Desk staff, including defining requirements, conducting interviews, making selection recommendations, and confirming readiness before independent queue work
- Provide performance feedback, handle disciplinary actions, and lead annual performance reviews
- Set goals and development plans for team members in alignment with organizational objectives
- Own training programs, certification tracking, and cross-skilling, maintaining an accurate record of each team member's progress against their learning path
- Promote a culture of accountability, professionalism, and continuous improvement
Responsibilities
- Manage daily service desk operations, ensuring tickets are assigned, prioritized, and resolved on time
- Review and follow up on high-priority tickets to ensure resolution and client communication
- Own client escalations directly through to confirmed closure, with cause and resolution recorded
- Oversee staffing schedules, approve time off, and adjust coverage to maintain SLA compliance
- Conduct daily and weekly check-ins with Team Leads and technicians on workload and performance
- Audit tickets and interactions for quality, documentation, and process adherence
- Provide hands-on coaching, feedback, and support to service desk staff as needed
- Track and report KPIs including volume, resolution time, first-call resolution, and satisfaction
- Escalate unfillable coverage gaps in advance of the gap, with proposed mitigation
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