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Service Desk Analyst Team Manager

Damstra Technology

Damstra Technology

Clark County, OH, USA
Posted on Tuesday, April 30, 2024

Role Objective

The Global Services Team Manager, your primary objective is to ensure the effective management and compliance of Damstra’s values, policies and procedures while delivering exceptional client support. Your role will involve proactively identifying and addressing issues and risks within your group, fostering a deep understanding of Damstra’s products, and facilitating clear and concise communication.

Key Responsibilities

  • Champion the compliance, promotion, and development of Damstra values, policies, and procedures
  • Manage calls, emails, and messages, and provide support and troubleshooting to client concerns, requests, and inquiries of varying complexities
  • Ensure management of major incidents and escalations
  • Coach and mentor other resources
  • Gather and analyze information about the user’s issue and determine the best way to resolve their problem
  • Contribute to Knowledge base articles
  • Accurately log all Service Desk tickets using the defined ITSM tool
  • Take ownership and responsibility of issues from start through successful resolution
  • Triage the Support Desk queue by responding, resolving, and escalating issues to/with the appropriate resources, teams, or department
  • Have a deep understanding of the Damstra Technology products and their clients
  • Ensure compliance to agreed SLAs, KPIs, and metrics for the group assigned including its individual resources
  • Manage and monitor performance and workload of resources
  • Create and submit timely reports to manager
  • Analyze and spot issues and risks within the entire group and deploy actions and plans whenever needed
  • Check running performance for the day and implement a strategy to rectify misses
  • Ensure actions and activities to cover service management are in place and are executed by the team
  • Ensure proper approval and quality of deliverables coming from the team
  • Represent the group in meetings and collaboration activities
  • Display clear and concise English communication skills both written and verbal
  • Demonstrate critical thinking skills and sound decision making
  • Spot recurring incidents and problems
  • Perform document/requirement validation and verification based on qualifications in a timely manner
  • Perform quality checks to calls, document/requirements, data, and conversations of fellow service desks
  • Submit deliverables, documents, and reports as required
  • Ensure quality of calls and data being managed by the team
  • Ensure that documents are verified and validated in a timely manner
  • Ensure quality of calls and data being managed by the team.
  • Ensure that documents are verified and validated in a timely manner.

Required Qualifications/certifications (if applicable)

  • Any degree within the IT field
  • At least 9 years in experience in service desk, help desk, or service management roles.
  • At least 2 years in supervisory position
  • Experience in ITIL or any service management processes
  • Excellent written and verbal communication skills
  • Excellent organizational and time management skills
  • Excellent leadership skills
  • Data visualization and storytelling abilities
  • Knowledge and understanding of support metrics
  • Perception of basic business metrics and how support impacts those
  • Problem-solving capabilities to create meaningful strategies to improve support quality