Axcelis Technologies
Service Desk Manager
The Service Desk is critical to the success of our IT organization. Increasingly, our internal stakeholders expect world class service so they in turn can support our customers effectively and efficiently. As the Service Desk Manager, you will be responsible for the oversight of managing the staff and operations of the technical service desk. Ensure team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. In this role you will implement and utilize service desk systems and tools to identify, document, track, resolve reported problems. Identify and gathers key metrics to analyze the service desk performance and identify problem areas. Additionally, Service Desk Manager develops and optimizes processes to achieve service level requirements and performance goals. May function as the escalation point and facilitator for severe, critical, or unique issues in a global setting. Manage the quality assurance processes to ensure staff are delivering services to customers in a manner as expected Works with service desk employees to ensure applicable knowledge articles are being written that are useful to customers and other employees Inform IT senior management of major service impacting issues that may require additional and immediate IT support or escalation Develops Service and Business Level Agreements to set expectations, measure performance, and help ensure SLAs are maintained Attends Change Control meetings and provides feedback as necessary relating to testing or concerns with changes or releases to the IT environment Ability to understand business objectives and map to current system architecture for form, fit, and purpose Responsible for daily operations of the team and the direct supervision of the staff, assignment of work, schedules, and day to day workflow Develop and maintain metrics on ticket resolution, trends, and individual team member's performance Control Account Manager (CAM) for the Level 2 Service Desk, developing and reviewing variance reports, participate in compliance audits and other CAM related activities Monitors performance and quickly adjusts process, staffing, to improve customer satisfaction Evaluates and makes recommendations for process/procedure improvement Leads strategy for IT Service Desk Oversees the Global Service Desk (GSD) operations team delivery of service requests and incidents Flexibility to backfill for peers when coverage is required Participate in rotating weekend coverage as required Ability to multitask in a fast-paced Service Desk environment with clients/internal customers while always maintaining patience and professionalism Perform initial assessments, triage, research, and resolution of enterprise applications, products, and/or infrastructure components as needed Qualifications for Help Desk Manager Strong interpersonal and enhanced communication skills Monitors client requests to identify systematic patterns which may require adjustment to policies and procedures Manages the relationships between senior management, the service desk team, line of business, vendors, and external support teams Directs the design, implementation, and operation of technology or systems for service desk and IT Operations function Ensures adherence to policies, plan, objectives, budgets, and staffing allocations in a global setting Manages the vendor break-fix relationship, ensuring service level agreements are obtained and results are tracked and communicated Experience in Asset Management and have knowledge of commonly used concepts, practices, and procedures Possess working knowledge and experience in analyzing and interpreting performance metrics, risks, and controls Experience working as part of cross functional managerial team Has overall responsibility for service desk staff and the activities associated with the identification, prioritization, and resolution of reported problems Passion to contribute, create, publish support materials in line with best practices for Knowledge Centered Services Support model Familiarity with enterprise ITSM tools (BMC Remedy, Zendesk, SolarWinds, Freshservice, etc.) and technical expertise/background in Windows, virtualization, and Cloud-based technologies including Azure CompTia Hardware A+ certification a plus Equal Opportunity Statement It is the policy of Axcelis to provide equal opportunity in all areas of employment for all persons free from discrimination based on race, sex, religion, age, color, national origin, disability status, medical condition (including pregnancy), veteran status, sexual orientation, marital status, or any other characteristic protected by federal, state or local law. Axcelis will provide reasonable accommodation necessary to enable a disabled candidate or employee to perform the essential functions of the position, unless the accommodation would create an undue hardship for the Company.
The Service Desk is critical to the success of our IT organization. Increasingly, our internal stakeholders expect world class service so they in turn can support our customers effectively and efficiently. As the Service Desk Manager, you will be responsible for the oversight of managing the staff and operations of the technical service desk. Ensure team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. In this role you will implement and utilize service desk systems and tools to identify, document, track, resolve reported problems. Identify and gathers key metrics to analyze the service desk performance and identify problem areas. Additionally, Service Desk Manager develops and optimizes processes to achieve service level requirements and performance goals. May function as the escalation point and facilitator for severe, critical, or unique issues in a global setting. Manage the quality assurance processes to ensure staff are delivering services to customers in a manner as expected Works with service desk employees to ensure applicable knowledge articles are being written that are useful to customers and other employees Inform IT senior management of major service impacting issues that may require additional and immediate IT support or escalation Develops Service and Business Level Agreements to set expectations, measure performance, and help ensure SLAs are maintained Attends Change Control meetings and provides feedback as necessary relating to testing or concerns with changes or releases to the IT environment Ability to understand business objectives and map to current system architecture for form, fit, and purpose Responsible for daily operations of the team and the direct supervision of the staff, assignment of work, schedules, and day to day workflow Develop and maintain metrics on ticket resolution, trends, and individual team member's performance Control Account Manager (CAM) for the Level 2 Service Desk, developing and reviewing variance reports, participate in compliance audits and other CAM related activities Monitors performance and quickly adjusts process, staffing, to improve customer satisfaction Evaluates and makes recommendations for process/procedure improvement Leads strategy for IT Service Desk Oversees the Global Service Desk (GSD) operations team delivery of service requests and incidents Flexibility to backfill for peers when coverage is required Participate in rotating weekend coverage as required Ability to multitask in a fast-paced Service Desk environment with clients/internal customers while always maintaining patience and professionalism Perform initial assessments, triage, research, and resolution of enterprise applications, products, and/or infrastructure components as needed Qualifications for Help Desk Manager Strong interpersonal and enhanced communication skills Monitors client requests to identify systematic patterns which may require adjustment to policies and procedures Manages the relationships between senior management, the service desk team, line of business, vendors, and external support teams Directs the design, implementation, and operation of technology or systems for service desk and IT Operations function Ensures adherence to policies, plan, objectives, budgets, and staffing allocations in a global setting Manages the vendor break-fix relationship, ensuring service level agreements are obtained and results are tracked and communicated Experience in Asset Management and have knowledge of commonly used concepts, practices, and procedures Possess working knowledge and experience in analyzing and interpreting performance metrics, risks, and controls Experience working as part of cross functional managerial team Has overall responsibility for service desk staff and the activities associated with the identification, prioritization, and resolution of reported problems Passion to contribute, create, publish support materials in line with best practices for Knowledge Centered Services Support model Familiarity with enterprise ITSM tools (BMC Remedy, Zendesk, SolarWinds, Freshservice, etc.) and technical expertise/background in Windows, virtualization, and Cloud-based technologies including Azure CompTia Hardware A+ certification a plus Equal Opportunity Statement It is the policy of Axcelis to provide equal opportunity in all areas of employment for all persons free from discrimination based on race, sex, religion, age, color, national origin, disability status, medical condition (including pregnancy), veteran status, sexual orientation, marital status, or any other characteristic protected by federal, state or local law. Axcelis will provide reasonable accommodation necessary to enable a disabled candidate or employee to perform the essential functions of the position, unless the accommodation would create an undue hardship for the Company.