layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Service Desk Manager at Alliance Defending Freedom | LAYIQ

Manage and oversee a team of Technical Support Specialists, ensuring the Service Desk team is meeting stated service level agreements (SLAs) with excellence across the organization.
Analyze Service Desk activities and develop tools and process improvements to optimize service and team performance, including daily, weekly, and monthly reports on Service Desk productivity.
Be the key driver in supporting the ITSM framework and champion Continuous Improvement.
Responsible for escalation and follow-up of Service Desk tickets, working to reduce or eliminate recurring tickets.
Perform a high level of local support for onsite personnel as well as remote support using remote control tools. Supported platforms include all ministry software, hardware, and network systems.
Coordinate with Team Leads, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies.
Determine the root cause of problems and identify workarounds or permanent fixes, e nsure workarounds and permanent fixes are documented and communicated.
Ensure effective and prompt communication throughout the process of all Service Desk cases.
Manage and track inventory for assets (PCs, phones, Macs, iPads, etc.) and consumables (cameras, keyboard/mouse, monitors, etc.)
Ensure inventory levels (min/max) are being kept and updated per location, and update those levels as needed.
Create, update, and enforce the use of standard operating procedures and policies by all team members.
Leverage AI-assisted support tools and automation to improve first-contact resolution and reduce average handle time.
Maintain, expand, and champion the self-service knowledge base to empower end users and reduce recurring, repetitive tickets.
Travel to various US and European offices.
As a Team Leader you will: Act as a servant leader by training, encouraging, coaching, and developing your Team Members.
Foster a spirit of trust and innovation in your team.
Meet regularly with your Team Members to discuss their progress and complete Career Path Discussions.
Approve PTO requests, time cards, and expense reports.

Service Desk Manager

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