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Senior Service Desk Manager (REMOTE)

Company: Flash Global Logistics, Inc
Location: Seattle
Posted on: September 24, 2022

Job Description:

Flash Globalis the leading authority on worldwide, end-to-end service supply chain solutions. We are focused on excellent service to our worldwide customers.
This is a remote position (anywhere in the U.S.)
The day to day...

  • Responsible for leading and managing the enterprise Service Desk to ensure timely issue resolution and exceptional customer service.
  • Oversee 100% of the requests, incidents and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents.
  • Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
  • Foster positive end-user relationships and drive customer satisfaction.
  • Bring ITIL or ITIL like best practices into the organization to drive continuous improvement & implement in our Service Desk tool
  • Continue to build and maintain training materials and a knowledge base for support team.
  • Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
  • Lead communication strategy and process
  • Oversee monitoring of system availability, critical batch processes and backups with delegation to the appropriate team members.
  • Focus on identifying Critical and Aged tickets for the IT Department.
  • Develop Service Level Agreements to set expectations and measure performance.
  • Review survey feedback to improve services, tools, and support experience.
  • Reduce the number of tickets that are escalated and outperform goals related to service SLAs - % of tickets resolved with SLAs and mean time to resolution
  • Develop & maintain reporting on productivity & SLAs
  • Oversee asset management and inventory
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Define team goals and lead staff to achieving desired results, and while being accountable for team performance.

    Leadership, Team & Talent

    • Direct, develop, and provide leadership to the Service Desk team, establish priorities, set goals, monitor progress, and coordinate efforts with other groups in Information Technology
    • Develop and work with leaders within the IT Department to provide line of sight and direction for their Aged and Critical tickets with a cadence to maintain SLAs and resolution of those tickets.
    • Experience in driving a culture of automation to optimize our processes, focusing on how to improve productivity, quality, reliability along with scalability
    • Excellent people management, collaboration, relationship, and stakeholder management skills.
    • Customer-service oriented with a problem-solving attitude
    • Excellent interpersonal, written, and verbal communication skills

      Key Competencies

      • Accountability:Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs and performs one's job with the broader goals in mind.
      • Collaborative Leadership:Promotes and generates cooperation among one's peers in leadership to achieve a collective outcome; fosters the development of a common vision and fully participates in creating a unified leadership team that results.
      • Planning and Organizing:Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities, goals, and timetables to achieve maximum productivity. Self-starter with excellent organization, administrative, interpersonal skills, and project management
      • Organizational Understanding:Understands the agendas and perspectives of others, recognizing and effectively balancing the interests and needs of one's own group with those of the broader organization. Ability to interact cross-functionally with a wide variety of IT and business stakeholders
      • Coaching:Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviorally specific performance feedback and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.
      • Communication:Creates an atmosphere in which timely and high-quality information flows smoothly both up and down the organization, inside the organization; encourages open expression of ideas and opinions. Excellent communication, presentation, and relationship skills, especially the ability to articulate advanced technical topics and build consensus among business and technical constituents


        • Bachelors or Associate technical degree in Computer Science, Information Systems or related discipline, or equivalent relevant experience in addition to the minimum experience requirement.
        • Minimum of 5 years' professional or technical experience in IT with a strong background in all aspects of customer service.
        • Minimum of 2 years' current management experience that demonstrates proficiency in leadership techniques and management of resources.
        • Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft365
        • Experience with computer security systems, password, and file protection protocols
        • Basic networking knowledge to support desktop issues
        • ITIL Foundations Course and/or Certification(preferred)
        • Knowledge Centered Support (KCS) Principles(preferred)
        • Must be team-oriented, possess a positive attitude, and work well with others.
        • Have a genuine passion for providing excellent customer service and a problem-solving attitude

          THE PERKS

          • Generous time off policy; stay with us awhile & get 5 weeks PTO!
          • 14 Company paid Holidays (no waiting period)
          • 4 Floating Holidays
          • Medical/Dental/Vision (Free Medical plan available)
          • Health and Flexible spending accounts
          • Short term and Long-term disability
          • Employer Paid Accident & Life Insurance
          • 401(k) with employer match
          • Employee Assistance Program
          • Paid time off for Voting and Jury Duty
          • Corporate discount with Lifetime Fitness
          • Up to 17% discount with Verizon Wireless
          • Perks at Work account (access to 1,500 merchant discounts)

            FLASH GLOBAL IS AN EQUAL OPPORTUNITY EMPLOYER - ADA and Reasonable Accommodation
            An applicant with a disability may request a reasonable accommodation, if needed, to enable the applicant to apply for the job and take part in the job interview. A written request for a reasonable accommodation must be made. We reserve the right to request a physician's statement supporting the accommodation request.

Keywords: Flash Global Logistics, Inc, Seattle , Senior Service Desk Manager (REMOTE), Executive , Seattle, Washington

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