Job Description

Full job description

Job Title: Service Desk Manager (Fully Remote)

Salary: Up to $115,000/year

Position Overview: We are seeking a highly skilled and experienced Service Desk Manager to lead our remote service desk team. The ideal candidate will have a proven track record in service desk operations, including transitioning from Zendesk to Halo, developing and implementing standard operating procedures (SOPs), team communication, and ticket management. This is a hands-on role that requires strong problem-solving capabilities and the ability to assist and troubleshoot technical issues effectively.

Key Responsibilities:

• Leadership and Management:

  • Lead, mentor, and manage a remote service desk team to ensure high performance and continuous improvement.
  • Oversee daily operations of the service desk to ensure timely and efficient resolution of customer inquiries and technical issues.

• Transition Management:

  • Manage the transition of service desk operations from Zendesk to Halo, ensuring a smooth and effective migration.
  • Develop and implement best practices for using Halo to enhance service desk performance.

• Operational Excellence:

  • Develop, implement, and maintain SOPs for all service desk activities to ensure consistency and quality in service delivery.
  • Monitor and report on key performance indicators (KPIs) to drive operational efficiency and customer satisfaction.

• Ticket Management:

  • Oversee the ticketing system to ensure tickets are logged, categorized, and resolved in a timely manner.
  • Analyze ticket trends and provide insights to improve service desk operations and prevent recurring issues.

• Hands-On Support:

  • Provide hands-on assistance and troubleshooting for complex technical issues that require advanced expertise.
  • Serve as an escalation point for critical issues and work closely with other teams to resolve them.

• Communication and Collaboration:

  • Foster strong communication and collaboration within the service desk team and with other departments.
  • Ensure effective communication of service desk policies, procedures, and updates to all relevant stakeholders.

• Continuous Improvement:

  • Identify opportunities for process improvements and implement changes to enhance service desk performance.
  • Stay updated with industry trends and best practices to ensure the service desk remains at the forefront of customer support excellence.

Qualifications:

• Proven experience as a Service Desk Manager or in a similar role, with a strong background in service desk operations.
• Extensive experience transitioning from Zendesk to Halo for service desk operations.
• Strong understanding of service desk software, ticketing systems, and customer support processes.
• Excellent leadership, communication, and team management skills.
• Hands-on experience in troubleshooting and resolving technical issues.
• Ability to develop and implement SOPs and best practices for service desk operations.
• Strong analytical skills and the ability to use data to drive decision-making and improvements.
• Ability to work effectively in a remote environment, with strong self-motivation and time management skills.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR may access our policies here.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

• the individual’s skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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