Arrow Electronics IT Manager II-Service Desk Operations in Centennial, Colorado
IT Manager II-Service Desk Operations
Arrow Electronics is looking for a qualified Service Desk Manager to join our team. You will be responsible for leading our Service Desk support team to provide excellent customer service and ensure issues are being recorded, tracked, and resolved in a timely manner (within our SLAs).
As a Help desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
Ultimately, you should be able to ensure high quality support and increase client satisfaction.
Manage the Service Desk team and evaluate performance
Ensure customer service is timely and accurate on a daily basis
Partner with appropriate team members to recruit, train and support service desk representatives and technicians
Work with leadership and across teams to continuously improve service delivery in key areas (critical incident management, business continuity, security, communications services for other departments, regional Service Desk needs)
Set specific customer service standards
Establish best practices through the entire support process
Follow up with users to identify areas of improvement
Develop daily, weekly and monthly reports on team’s productivity
Provide user feedback to the appropriate internal teams Requirements
Proven work experience as a Service Desk manager (minimum of 8 years)
Previous experience managing resources both on-shore and off-shore a must
Hands on experience with service desk tools (for example CA Service Desk, ServiceNow, RemedyForce)
Ability to intake technical details, transforming them into appropriate communications for a non-technical audience
Proven ability to derive meaningful metrics aimed at improving the service offering of the organization
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
Team management skills
BSc degree in Computer Science, Information Technology or relevant field
The tension between possibility and practicality is what we resolve. At Arrow, we’ve come full circle— from being a parts supplier at the physical heart of the radio business to being a global technology partner in the ongoing transformation of the most complex and exciting business on the planet. We are visionaries. Innovators. Mentors. In order to thrive and survive in today’s marketplace, we anticipate what will come tomorrow for our forward-thinking partners.
Arrow serves as a supply channel partner for over 100,000 original equipment manufacturers, contract manufacturers and commercial customers through a global network of more than 460 locations in 85 countries. We are a Fortune 150 company with over 18,500 employees globally. Headquartered in beautiful Denver, Colorado, with offices worldwide.
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