Wan Service Desk Manager

Job Description
Overview:
Provide comprehensive Network Services support and management in a 24x7x365 environment, combining responsibilities of ITSM ServiceNow management and Network Services IT support with Service Desk Management. This role includes overseeing the implementation, operation, and maintenance of a fully functional Enterprise Service Desk/Call Center, providing second-tier and above support to end users, managing service desk operations and coordinating with other departmental and partner support organizations. The individual will interact with network services, data center services, software systems engineering, and applications development to process requests, ensure data integrity, restore services, and identify and correct core problems. Requires ITIL Foundations v3 or v4 knowledge within 6-months of hire.
Essential Duties and Responsibilities
Develop and implement standard operating procedures and policies for the team through a collaboration with various stakeholders
Oversee the day-to-day operations of a WAN SD(Service Desk), including prioritizing and delegating tasks
Monitor Service Desk metrics to ensure that service level agreements (SLAs) are properly measured and achieved
Ensure that Service Desk staff are providing timely and effective support
Implement and maintain ITIL (Information Technology Infrastructure Library) best practices, including a robust continuous improvement program
Work closely with other IT teams to ensure that requests and issues are resolved quickly and efficiently
Regularly monitor, review, and analyze operational and performance-based metrics to determine/recommend opportunities for improvement and/or training initiatives
Develop ad hoc reporting based upon the ITSM tool, ServiceNow
Ensure Shift Duty Officer Engineers (Business Hours and On Call) are apprised of the service level performance (metrics), planned/unplanned outages, ongoing Engineering initiatives, and internal/external communications
Monitor performance of all Shift Duty Officer Engineers to ensure their shifts are meeting/exceeding all operational and performance metrics, following documented SOPs, and providing regular reports (as requested or directed) in a timely manner
Ensure all incident, service requests and change tickets are thoroughly documented per SOPs to include analysis of the incident/service request/change request, troubleshooting and resolution steps, and follow up with customers (as necessary)
Ensure all incidents and service requests are promptly escalated across Tiered support per SOPs
Ensure all Duty Officer Engineers provide prompt and professional service to customers and provide guidance to support staff as required
Maintain enterprise awareness of system maintenance and outages that could impact IT operations
Communicate all planned/unplanned service outages to management, Operational Leads, and the customer base
Frequently communicate with Duty Officer Engineers on upcoming projects, system maintenance activities, new enhancements, and unplanned events to ensure Service Desk staff are prepared
Frequently communicate with the Duty Officer Engineers on providing targeted training opportunities based on the overall performance of the Service Desk and System Personnel
Appraise Duty Officer Engineer’s performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring
Attend and represent the WAN Service Desk in weekly vendor meetings including all follow up communication that is required
Provide weekly and monthly status reports to contractleadership
Excellent communication and interpersonal skills