Manager, Service Desk Operations

We have an opening in our Information Technology Services department for an Manager, Service Desk Operations. We are passionate about the environment while delivering life sustaining, high quality water service to families and communities. We embrace progress, provide training & development to inspire success in every aspect of our business and culture. In addition, we provide a competitive benefits package and 401(K).
Job Description
Reporting to the Chief Technology Executive, The Senior Manager, Service Desk Operations role is responsible for the oversight and strategic direction of the Service Desk function and team. As a part of the ITS Management Group this position will communicate direction, solicit feedback from internal customers, and define a continual improvement process for the Service Desk.
Responsible for the Strategic Direction and Roadmap of the Service Desk function.
Align the Service Desk strategy with that of ITS and Connecticut Water Service strategic plans.
Function as the customer's point-of-contact for problem identification and resolution for issues that have been escalated by the team.
Define, implement and provide to ITS management and Steering Committee metrics measuring the effectiveness of the Service Desk function.
Develop and maintain relationships with department heads and their teams with a commitment to being visible and accessible.
Communicate with all parties in a constructive manner to guarantee customer expectations are met.
Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to customers as necessary.
Perform customer follow-up to verify final resolution and determine satisfaction level.
Define overall service desk objectives, as well as the role and function of each team member.
Design and maintain process documentation for the service desk team.
Document and Communicate all after hours and on call procedures.
Contribute to the continuity of services by providing the necessary leadership.
Drive problem investigations and resolution as required.
Manage the process of implementing change efficiently and effectively.
Identify areas for improvement and make constructive suggestions for change.
Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
Escalate service desk issues to the Chief Technology Executive as required.
Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes.
Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
Develop training programs to develop and refine the skills of the service desk team.
Document internal processes and procedures related to duties and responsibilities.
Technical Requirements:
Experience with ITILv3 Framework required
ITILv3 Certification preferred
Prior experience with Systems and Network Engineering preferred
Experience with an Enterprise Service Management platform preferred
Experience writing proposals and technical specifications.
Minimum Qualification
EducationDegree Equals BachelorDetails Equals in Computer Science, Information Systems or related fieldYears of ExperienceRole Equals Ten to fifteen years' experienceDetails Equals ?7 years in a leadership role in the Service Desk/Systems area, with progressively increasing level of responsibilitiesSkillsSkill Equals Customer Service SkillsSkillsSkill Equals LeadershipSkillsSkill Equals Organizational SkillsSkillsSkill Equals Read, interpret and develop project plans and specifications
Primary Work Location
93 West Main Street
Clinton, Connecticut, 06413
United States
Work Environment and Physical Demands Code
I - Indoor

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.