Service Desk Team Manager

SymQuest

Location: South Burlington, VT

Type: Full Time

Education: Associate's Degree

Experience: 3 - 5 Years

SymQuest a Konica Minolta company currently has an exciting opportunity for a Service Desk Team Manager! 

SymQuest is the leading IT services company in New England and the Adirondack region of New York, serving SMB to enterprise markets. Our comprehensive services include network, server and desktop support, data storage and security, cloud and virtualization services, application development, strategic planning and project implementation. Offering a wide variety of career opportunities, SymQuest is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.

The local subsidiary of Konica Minolta’s team of 1,000 national IT professionals, SymQuest has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.

Responsibilities

  • Oversee performance and day-to-day tactical operations of the service desk team
  • Adhere to and innovate statistical analysis to improve quality and efficiency
  • Monitor and measure Key Performance Indicators with comparison to industry best practices and company benchmarks
  • Adhere to and innovate policies and procedures to improve service delivery
  • Provide leadership and guidance for support center staff through team building, training, problem solving, coaching and goal setting
  • Possesses the passion for customer service and the desire to create “raving fans”
  • Build solid, long-term relationships with customers
  • Possess a commitment to professionalism and high moral standards
  • Continue skills development; maintain proficiency in current technologies

Qualifications

  • Minimum of a two-year college degree or equivalent experience
  • Minimum of 3 years’ experience managing a technical team
  • Previous experience in the managed services industry desirable
  • Understanding of Microsoft products, third party utilities, local and wide-area networks, hardware, and desktop operating systems
  • Strong analytical and organizational skills
  • Strong communication and interpersonal skills
  • Proven leadership and mentoring abilities
  • Industry certifications such as Microsoft, Fortinet, Security, CompTIA, VMware, etc.
  • Strong internal strength and focus to overcome technical challenges
  • Ability to Manage others’ daily activities and provide constructive feedback and direction
  • Ability to write and deliver performance reviews to subordinates
  • Ability to work independently and with a team to meet goals and objectives
  • Possess and portray a level of self-confidence, yet know when to seek advice from teammates or vendor partners
  • Organized and detail oriented
  • Excellent oral and written communication skills
  • Driven to learn new products and technologies by actively pursuing education and certification
  • Develop and maintain a high level of competency with the technologies we deliver
  • Highly professional and personable at all times
  • Enjoy changing, fast-paced environments
  • Must possess compassion for the customer and for the entire support team

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