After Hours IT Service Desk Manager

  • Louisville, KY, USA
  • Sep 05, 2017

Job Description


Are you interested in managing talented technology professionals supporting support some of the world's most recognized companies? CompuCom is a growing Global IT Support, Infrastructure, and Cloud provider who is recognized as an Industry Leader and Challenger by Gartner Group & Forrester. We place a high value on growing your career and promoting work-life balance and would love to have you join our Louisville Team. We are seeking a 2nd manager for our After Hours Service Desk Team, working Sunday thru Tuesdays nights 9p-9am and every other Saturday night, 9pm-9am.

On any given day our 12000 associates support:
Over 4 Million End Users, 5.1 Million Devices, 48 Data Centers, 317K Servers, 1.3 Million Peripherals, 331K Network Devices and over 3.5 Million Desktops and Laptops

In addition to supporting over 50 of the Fortune 100. Our clients include:
8 of the top 10 retailers in North America
6 of the top 10 financial services companies in North America
90% of our clients have worked with us for more than 5 years


Service Desk Managers are responsible for delivery of service desk services as described in the Statement of Work (SOW) in collaboration with CompuCom s Service Delivery Manager (SDM) and the Global User Services Service Line.

Role priorities are:

  • Manage performance of Level 1 & Level 2 agents and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded.
  • Responsible for ensuring staff are meeting/exceeding expectations in regards to performance and defined SLA metrics/benchmarks
  • Ensure that appropriately skilled and trained resources are working in accordance with agreed internal and customer procedures and standards;
  • Train, coach and mentor Service Desk Analysts (Level 1 - 2) including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support.
  • Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan);
  • Ensure financial objectives are met. And service profits/losses meet expectations
  • Manage all service desk resources with responsibility for legal and company internal polices compliance of all employees under manager jurisdiction
  • Act as the SPOC for the service, liaise with SDM and customer, deal with senior level escalation, and adapt service to changes in demand.

Required Qualifications

  • Led Tier 1 & Tier 2 service desk teams
    Proven people management and leadership skills and at least 12 months of relevant experience;
    Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels;
    P&L experience a plus
    Able to pre-empt problems before they arise, plan effectively for future activities and manage unplanned events in a controlled manner;
    Experience in dealing with client contacts at a senior level;
    Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels;
    Service delivery background in Infrastructure Management preferred;
    Work on site at the CompuCom Service Desk location on a daily basis
    Able to travel if required for meetings.

Soft Skills
Demonstrate strong leadership skills
Hands-on operational approach: generate confidence with own team by providing direction, ideas; leadership
Highly developed negotiating, presentation and communication skills
Resilient, focused and performance driven in a dynamic and fast moving environment
Quality oriented in all aspects of delivery
Customer service focus

Posted by StartWire

Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task