Service Desk Support Manager
Role Summary
The Service Desk Support Manager oversees the technical support team that provides assistance to employees or sales agents facing issues with hardware, software or other computer-related services. This role requires technical expertise and strong leadership skills to effectively manage a team and ensure high customer satisfaction.
The Service Desk Support Manager is responsible delivering high-quality support to business partners and clients, both in person and remotely. This role requires an in-depth understanding of computer hardware and software, enabling the diagnosis and resolution of more complex technical issues. This role may also be responsible for providing in-depth training, managing system configurations, performing system upgrades, and assisting with IT infrastructure maintenance. The Service Desk Support Manager ensures that all technical issues are addressed promptly and efficiently, ensuring minimal disruption to business operations.
Responsibilities
- Facilitates change management discussions.
Oversees the Support Technician team by managing workloads, monitoring performance, providing coaching and feedback, and ensuring service levels and quality standards are met.
- Implements service desk policies, procedures, and best practices.
- Assists with managing relationships with vendors for software or hardware support.
- Monitoring and reporting on service desk performance metrics
- Audits service desk tickets to ensure adherence to standards.
- Responds to and manages more complex client support queries, troubleshooting hardware, software, and network-related issues.
- Provides expert-level support in person, over the phone, or via remote access, with an emphasis on resolving issues in a timely manner.
- Diagnoses and troubleshoots issues with computer software, peripherals, hardware, and network systems.
- Utilizes diagnostic tools and troubleshooting techniques to identify the root causes of issues, including system crashes and connectivity problems.
- Provides problem-solving support and guides clients through in-depth technical solutions.
- Delivers training on advanced technical topics, including system configuration, software updates, and efficient usage of IT resources.
- Installs, configures, and upgrades hardware and software systems to maintain optimal performance.
- Collaborates with other IT teams to escalate unresolved or high-priority issues.
- Completes support tickets, ensuring issues are tracked, documented, and resolved within set timeframes.
- Develops and maintains documentation for troubleshooting procedures, software installations, and system configurations.
- Participates in continuous improvement efforts to streamline support processes and enhance user experience.
- Other duties as assigned.
Qualifications & Skills
- Post-Secondary Degree in Information Systems or equivalent experience in related field.
- 7+ years working in information technology operations is preferred.
- Experience with managing IT service desk operations is preferred.
- Working knowledge of and hands-on experience with IT Asset Management (ITAM), IT Service Management (ITSM), and IT Infrastructure Library (ITIL) frameworks, including the application of best practices to support service delivery, incident management, and continuous improvement initiatives.
- Analytical and problem-solving skills; ability to troubleshoot computer problems.
- Self-starter with excellent teamwork skills and an innate sense of urgency.
- Proficient in service desk software, remote access tools, and ITSM platforms.
- Exceptional analytical and problem-solving abilities, with experience handling complex technical issues.
- Ability to work under pressure and manage multiple priorities, ensuring timely resolution of client requests.
- Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
About Trusted Fraternal Life
Trusted Fraternal Life’s purpose is to serve communities, provide financial security, and enhance quality of Life. Its vision is to be the innovative leader in fraternal partnerships and consolidation, while growing existing business, and engaging more people to enjoy financially secure, purposeful lives. Created in March 2024 by Trusted Fraternal Life, Trusted Fraternal Life is committed to building the NextGen fraternal benefit society. The organization’s financial strength rating was upgraded to an A with a stable outlook in 2024 by the Kroll Bond Rating Agency and it has been recognized as a Top Workplace eleven years in a row. The Trusted Fraternal Life family of brands includes Trusted Fraternal Life, Degree of Honor, Woman’s Life and Catholic United Financial.
Our Mission...
Trusted Fraternal Life's purpose is to facilitate consolidation in the fraternal sector, while preserving unique identities and traditions, and achieving the necessary scale to be relevant, to compete, and to grow.
Our vision is to be an innovative leader in fraternal partnerships, while growing our existing business and engaging more people to enjoy financially secure, purposeful lives.
Trusted Fraternal Life serves as the cornerstone to a family of fraternal brands. We celebrate the unique missions and traditions that each brand brings to the family, while providing financial strength, advanced technology, and additional products to the brands of Trusted Fraternal Life
