Job Description
Description Full-Time
Exempt
Position Summary The Service Desk Director is responsible for overseeing the daily operations of the service desk, ensuring efficient and effective support for clients. This role involves strategic planning, team management, and continuous improvement of service delivery processes to meet organizational goals and client expectations.
Why Entech? Entech is a growing Managed IT Support Services company with over 27 years of enabling people to do what matters. We value integrity, teamwork, and strong relationships with employees, clients, and the community. Join our family for growth opportunities, a fun environment, and a passion for technology. With offices in Fort Myers, Naples, and Bradenton, we look forward to your application!
Essential Roles And Responsibilities - Lead, manage, and hold team accountable (LMA)
- Client Escalation Management
- Service Delivery Performance & KPIs
- Process & Workflow Optimization
- Staffing & Capacity Planning
- Team Accountability & Coaching
Education - Bachelor’s degree in Business Administration, Information Technology, Computer Science, or related field preferred.
Experience - Minimum of 7-10 years of experience in IT service management, with at least 5 years in a leadership role.
- Proven track record of managing a service desk in an MSP environment.
Additional Responsibilities - Lead and manage the service desk team, including service desk managers, technicians, and support staff.
- Develop and implement strategies to improve service desk performance and client satisfaction.
- Consistent focus on modernizing the service desk by implementing strategies including, but not limited to, client interaction interfaces, AI, automation and staffing strategies.
- Foster a positive and collaborative work environment.
- Ensure timely and effective resolution of service requests and incidents.
- Manage service desk metrics and KPIs (SLA’s, CSAT scores, etc.) and identify areas for improvement.
- Implement best practices and standard operating procedures for service delivery.
- Maintain strong relationships with clients, addressing their needs and concerns promptly.
- Conduct regular client satisfaction surveys and implement feedback into service improvements.
- Serve as the primary point of contact for escalated technical client issues.
- Develop and execute strategic plans for the service desk to align with organizational goals.
- Forecast staffing needs and manage resource allocation.
Required Skills And Abilities - Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical and problem-solving abilities.
- Proficiency in IT service management tools and software (Ex: ConnectWise).
- Knowledge of industry standards and best practices (ITIL, ISO, etc.).
- Proficient with Microsoft Office Applications
- Excellent verbal and written communication skills.
- Excellent interpersonal, negotiation, and conflict resolution skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to act with integrity, professionalism, and confidentiality.
Certifications and Licenses - Valid Florida Driver License and must have a clean driving record.
Benefits Free Employee Medical Insurance
Additional Employer Paid Medical Options
Fully Vested 401(k) Match
Flexible Time Off (an unlimited amount of paid time off days)
Free $10,000 Life Insurance Policy
Six Paid Holidays – PLUS Black Friday!
Flexible Schedule Options
Fun Employee Events – Yearly Culture Building Events
Options available for dental, vision, accident, hospital, short term disability, long term disability, Identity theft protection and additional life insurance.
Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees. This position requires the passing of a level 2 background check as well as a pre-employment drug screening. A valid driver’s license is required for this position.
Job Tags
Holiday work, Full time, Temporary work, Flexible hours,