Assistant Service Desk Manager

The Service Desk Assistant Manager is responsible for assisting the Service Desk Manager in managing the activities and responsibilities of the service desk team. The Service Desk Assistant Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

Basic Functions

  • Assist with the management of the service desk team’s daily activities.

  • Function as the customer’s point of contact for problem identification and resolution for issues that have been escalated by the team.

  • Manage the dispatch process of service requests 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 ongoing projects and tickets.

  • Understand overall service desk objectives, as well as the role and function of each team member.

  • Assist the service desk team in design and development tasks.

  • Drive problem investigations and resolution as required.

  • Assist in maintaining process documentation for the service desk team.

  • Assist in managing the process of implementing change efficiently and effectively.

  • Assist in managing the remote monitoring and management system to ensure consistency and accurate reporting of customer devices.


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 Service Desk Manager as required.

  • 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.

  • Fast turnaround of customer requests.

  • Ability to work in a team and communicate effectively.

  • Report the utilization of Support resources and successful completion of service requests to the Service Desk Manager.

  • Responsible for entering time and expenses in the main business application as they occur.

  • Understand processes in the main business application by completing assigned training materials and blueprints.

  • Enter all work as service tickets in the main business application.

  •  Develop in-depth knowledge of the service catalog and how it relates to customers’ needs.

  • Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry.

Knowledge, Skills, and/or Abilities Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Professional IT Certifications, such as: Comptia A+, Comptia Network +

  • 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

  • Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span

  • Skill in planning and preparing written communications

  • Skill in leading people and getting results with a strong customer orientation

  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer care

  • Ability to multi-task and adapt to changes quickly

  • Ability to work in a team and communicate effectively

  • Service awareness of all organization’s key services for which support is being provided

  • Understanding of support tools, techniques, and how technology is used to provide services

  •  Typing skills to ensure quick and accurate entry of service request details

  • Self-motivated with the ability to work in a fast-moving environment

Educational/Vocational/Previous Experience Recommendations

  • Minimum high school diploma (MBO) required

  • Degree in computer science or business administration preferred

  • Formal training in customer service is an advantage

  • Comptia A+, Network+ and Server+ higly recommended
  • Certification in Microsoft, Linux, or Cisco is advantageous.
  • Formal training in customer service is an advantage.
  • At least one (3) years of experience in IT Customer Service or Customers Server in a similar role.
Benefits
  • Competitive salary based on experience and qualifications.
  • Health benefits included.
  • Performance based incentives.
  • On the job training & support where required.
  • Access to international certification tracks.
  • Flexible working environment and culture.
  • Opportunity for advancement and career growth.
Important Information

This job role offers great growth potential.

Depending on your experience and certifications you can short-track to the Servicedesk Manager role.

In order to perform the daily tasks efficiently and to a satisfactory level, CompTIA A+ and Network+ certifications are highly recommended. Also, being proficient and knowledgeable about ITIL and IT Service Management will improve your competitiveness in qualifying for this job role.

This job role compensation ranges (if hired in Suriname) from SRD 155.000 - 240.000 annually.

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