Service Desk Manager

Cooperative Computing (CC): We accelerate growth minded companies into the automated economy.  

The business market is in rapid change, with consumer behavior placing significantly high expectations on businesses at every phase in the client experience. Each day, we experience a company dramatically shifting “industry norms” and in many cases, removing historical market leaders from their market leading position. These elements create extraordinary opportunities for our team members to excel.  

CC delivers superior client experiences as the premier digital enabler of growth minded enterprises enabling their rapid growth and ensuring their sustainable and smooth transition into the Automated Economy.  

Our team is passionate about delivering client value and is fanatical in how we go about ensuring we deliver extraordinary business results for our clients. We are committed to growing as individuals first, becoming the best version of ourselves for who we have been created to be. We take responsibility in our thoughts and actions, know our purpose and our end in mind, and put these first in our lives.  

• Be Fanatical and Passionate Delivering Superior Client Experiences - It’s who we are!  
• Growth is Contagious - I grow, You grow, We all grow!  
• Be Innovative - Looking at tomorrow today. We live outside our comfort zone; we ask difficult questions of ourselves; we take risks, and we are fearless to experiment and lead the way forward.  
• Show Empathy & Be Honest - Every single word spoken, or action performed for our Customers, Team Members, Partners & Stakeholders will be filled with kindness, candor, and honesty.  
• High Performance - It’s not for everyone - Our culture is our team members. We make the lives of our fellow team members better by first recognizing “I” am a team member first. We measure our progress constantly to be a better version of ourselves with every new day.  

The Role: 

As a Service Desk Manager, you will lead and manage the service desk operations to ensure seamless issue resolution and continuous improvement. You will guide a team of service desk engineers, fostering a positive work environment while aligning service desk activities with broader business objectives. This role is crucial to delivering high-quality service and ensuring customer satisfaction. 

Capabilities: 

The Service Desk Manager is expected to have:  

• Minimum 10 years of experience in a service desk or cloud support role, with at least 5 years in a leadership position. 
• Strong understanding of ITIL principles and best practices (certification preferred). 
• In-depth knowledge of cloud support (AWS, Azure, GCP, etc.). 
• Excellent communication, interpersonal, and problem-solving skills. 
• Strong analytical skills with a data-driven approach to service improvement. 
• Familiarity with service desk technology and tools (e.g., ticketing systems, monitoring systems, knowledge base platforms). 
• Ability to manage 24/7/365 operations and handle multiple priorities under pressure. 
• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent work experience. 
• Monitor key performance indicators (KPIs) and generate reports to track progress against performance targets. 
• Manage the service desk budget and allocate resources effectively. 
• Develop and maintain service desk documentation, including standard operating procedures and knowledge base articles. 
• Collaborate with other departments to align service desk operations with overall company strategy and business goals. 
• Participate in strategic planning for the service desk, contributing to future vision and direction. 
• Manage customer expectations and build strong, positive relationships to ensure satisfaction with service delivery. 

Results: 

By leveraging these capabilities, the Service Desk Manager will aim to achieve:  

• Consistently meet or exceed established service level agreements (SLAs) for response and resolution times. 
• Increase first-contact resolution rates, reducing the need for escalations and improving overall customer satisfaction. 
• Enhance team productivity by optimizing task allocation and workload distribution, resulting in a 15% improvement in issue resolution speed. 
• Ensure service desk analysts are fully trained and skilled, reducing errors and improving response accuracy by implementing a comprehensive training program. 
• Foster a collaborative and positive work environment, improving team morale and reducing turnover by 10%. 
• Implement continuous improvement processes that lead to a measurable 20% reduction in ticket resolution times. 
• Achieve a consistent upward trend in customer satisfaction scores, increasing overall satisfaction rates by at least 10% within a year. 
• Streamline service desk workflows, resulting in a 15% reduction in inefficiencies and improved ticket handling capacity. 
• Successfully implement new service desk tools and technologies, leading to a 25% increase in operational efficiency and a reduction in manual processes. 
• Align service desk operations with broader company strategies, contributing to overall business success and improved cross-departmental collaboration.