Service Desk Director

Service Desk Director (Hyd)

Location: remote (Preferred candidates based at Hyderbad)

Who We Are:

Base8 provides technology and business consulting services to companies throughout the US and Canada under the XOverture, Cure8, and Forte brands. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.

Who You Are:

This position will be Remote, but you will be working closely with the United States and Canada teams through video chat, instant messaging, e-mail, phone, and our software. It is essential that you have excellent communication skills in English, both written and oral. We are a fast-paced company expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8's goals. We pride ourselves on providing superior service to our clients, which includes attention to detail, following the processes in place, and being able to adapt to various situations.

The Service Desk Director is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the SD Director is also responsible for providing high-level technical assistance to the team and ensuring service and support are provided to customers at agreed levels.

Roles and Responsibilities:

• Manage service desk team members and their overall daily activities.
• Manage the dispatch process of service requests to ensure full utilization of resources.
• Manage the dispatch process of field technicians to ensure full utilization of resources.
• Improve usage of Support resources and increase the productivity of the team.
• 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 clients as necessary.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Provide accurate reports and metrics to company management on the status of delivery Service Level Agreements across all clients.
• Understand service desk objectives and the role and function of each team member.
• Manage the team's development by ensuring that daily tasks and activities match their career interests.
• Assist the service desk team in design and development tasks.
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.

Additional Duties and Responsibilities:

• 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 CTO as required.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customers needs.
• Conduct performance evaluations and mentor those with less experience.
• Develop training programs to develop and refine the skills of the service desk team.
• Facilitate regular service desk team meetings and service board reviews.
• Document internal processes and procedures related to duties and responsibilities.
• Enter all work as activities, service tickets, or project tickets in ConnectWise.
• Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry.

Knowledge, Skills, abilities required:

• 15+ years of experience of IT/MSP experience, with ticketing system
• Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Sonic Wall CSSA, Connect Wise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of industry applications, processes, software, and equipment
• Strong organizational, presentation, and customer service skills
• Skills in strategic planning with an ability to think ahead and make long-term plans.
• Strong leadership skills and getting results with a strong customer orientation.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Excellent communication skills in English, both written and oral.