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Service Desk Manager in Lynn, MA at Eastern

Date Posted: 6/29/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Lynn, MA
  • Job Type:
  • Experience:
    At least 3 year(s)
  • Date Posted:
    6/29/2018

Job Description

Develop a best-in-class service desk function, leveraging models from many industries, to deliver a superior customer experience for service request related functions.  Develop and drive continual improvement in request workflow management, tracking and reporting. Develop key performance indicators and dashboards with the goal of measuring adherence to service level agreements and service expectations. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and ensuring that standards and processes are followed to provide effective customer service and meet enterprise requirements.

  • Oversee 100% of the inbound service requests, incidents and problems. Manage and direct urgent and complicated support issues. Identify trends in real time to assess impacted employees, systems, customers and processes. Develop, formalize and mature phone/ticket routing and escalation processes to ensure free flowing escalation and information within the organization. Coordinate the documentation of root cause analysis 
  • Develop and provide data and reporting of KPI’s and trends to division management and others in ad-hoc, weekly, monthly and as needed. Work to make Service Desk the single source of truth and service delivery channel for Technology. Develop recommendations for improvement in incident handling, service delivery processes and communication standards. Monitor, manage and provide analytics for service related queues across the Technology division. 
  • Develop and oversee knowledge base / solutions repository and ensure top quality solutions are available to the staff across the division. Develop and monitor service level agreements for service related requests and incidents to set expectations and measure performance. Build an effective framework for managing and improving customer technology service in the organization. Advise management on situations that may require additional client support or escalation. 
  • Train, coach and mentor Service Desk Specialists, including career development. Oversee staff activities and manage quality levels. Develop a state-of-the-art customer satisfaction program, inclusive of post-request surveys. 
  • Build and manage process for communicating issue, outage and emergency activities to the organization.


Job Requirements


  • Must be creative and highly analytical – must allocate resources to appropriately selected and prioritized projects, improvements and work queues.
  • Minimal supervision required with the ability to drive and coordinate problem resolutions in an efficient and effective manner.
  • Highly articulate communicator who is able to convey important messages in a clear and compelling manner at all levels of the organization.
  • Bachelor’s degree or equivalent combination of training and experience
  • 7+ years management experience with at least 3+ years hands-on experience in service desk management
  • Demonstrated experience in process re-engineering, team transformation and team building
  • Highly collaborative approach to building and managing service infrastructure across a division
  • Considerable experience working with, and presenting to, executive management
  • Thorough knowledge of helpdesk and desktop support operations (ITIL), industry trends and customer service
  • Strong process expertise, high business acumen, and a record of building high trust relationships across an organization.
  • Proven collaborative approach; openly sharing information and receptive to the ideas of others. 

  • Proven track record working with executive management
  • Travel between various Bank offices required
  • Off-hours support as needed, provide on-site support for customers* (as needed)