Nivel Parts and Manufacturing
Service Desk Team Lead
Nivel Parts and Manufacturing, Jacksonville, Florida, United States, 32290
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Service Desk Manager
role at
Nivel Parts and Manufacturing .
Description As a Service Desk Manager, you should have a solid technical background combined with customer service experience. A problem‑solving attitude with the ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
Ultimately, you should be able to ensure high‑quality technical support, reduce ticket turnaround time, and increase client satisfaction.
Responsibilities
Oversee 100% of the requests, incidents and problems
Act as escalation point for all requests and incidents
Provide data and reporting of KPI’s and trends to IT department and others in ad‑hoc, weekly, monthly and as needed
Manage the help desk team and evaluate performance
Ensure customer service is timely and accurate on a daily basis
Set specific customer service standards
Contribute to improving customer support by actively responding to queries and handling complaints
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Will drive Ticket Deep Dive and develop strategies for improvement
Monitor team performance and develop feedback reports for management
Requirements
Proven work experience as a Help Desk Manager
Strong proficiency in Windows 10/11, Microsoft 365, Teams, Azure AD, and endpoint management tools.
Solid understanding of networking fundamentals, Active Directory, VPN, and system administration.
Experience with ITSM/ticketing platforms (e.g., ManageEngine, ServiceNow, Jira Service Management).
Proven experience leading or supervising an IT Service Desk or support team in a fast‑paced environment.
Skilled in escalation management, incident triaging, and driving accountability across technical staff.
Experience in identifying, triaging, and escalating cybersecurity incidents
Excellent communication, organization, and interpersonal skills with a focus on customer satisfaction.
Strong problem‑solving and decision‑making abilities, especially under pressure.
Solid technical background with an ability to give instructions to a non‑technical audience
Customer‑service oriented with a problem‑solving attitude
Excellent written and verbal communication skills
BSc degree in Computer Science, Information Technology or relevant field desired
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Industries Motor Vehicle Manufacturing
Referrals increase your chances of interviewing at Nivel Parts and Manufacturing by 2x.
Get notified about new Service Desk Manager jobs in
Jacksonville, FL .
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Service Desk Manager
role at
Nivel Parts and Manufacturing .
Description As a Service Desk Manager, you should have a solid technical background combined with customer service experience. A problem‑solving attitude with the ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
Ultimately, you should be able to ensure high‑quality technical support, reduce ticket turnaround time, and increase client satisfaction.
Responsibilities
Oversee 100% of the requests, incidents and problems
Act as escalation point for all requests and incidents
Provide data and reporting of KPI’s and trends to IT department and others in ad‑hoc, weekly, monthly and as needed
Manage the help desk team and evaluate performance
Ensure customer service is timely and accurate on a daily basis
Set specific customer service standards
Contribute to improving customer support by actively responding to queries and handling complaints
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Will drive Ticket Deep Dive and develop strategies for improvement
Monitor team performance and develop feedback reports for management
Requirements
Proven work experience as a Help Desk Manager
Strong proficiency in Windows 10/11, Microsoft 365, Teams, Azure AD, and endpoint management tools.
Solid understanding of networking fundamentals, Active Directory, VPN, and system administration.
Experience with ITSM/ticketing platforms (e.g., ManageEngine, ServiceNow, Jira Service Management).
Proven experience leading or supervising an IT Service Desk or support team in a fast‑paced environment.
Skilled in escalation management, incident triaging, and driving accountability across technical staff.
Experience in identifying, triaging, and escalating cybersecurity incidents
Excellent communication, organization, and interpersonal skills with a focus on customer satisfaction.
Strong problem‑solving and decision‑making abilities, especially under pressure.
Solid technical background with an ability to give instructions to a non‑technical audience
Customer‑service oriented with a problem‑solving attitude
Excellent written and verbal communication skills
BSc degree in Computer Science, Information Technology or relevant field desired
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Industries Motor Vehicle Manufacturing
Referrals increase your chances of interviewing at Nivel Parts and Manufacturing by 2x.
Get notified about new Service Desk Manager jobs in
Jacksonville, FL .
#J-18808-Ljbffr