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Job Req ID:  10592

Job Title:  GCS RSC Mgr, Service Desk Operations

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.

With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.

Please join us in our exciting growth and pursue a rewarding career with All Covered!

Position Objective

The  RSC Manager Service Desk Operations is responsible for leading a client centric support team with a passion for service quality, consistent execution and efficiency. The All Covered service desk supports a diverse range of clients in a variety of industries.  The Manager Service Desk Operations play a critical role in ensuring a positive and productive work environment for our team. Staff management and development is a cornerstone of the role including recruiting, coaching and training. Success is indicated by a high level of customer satisfaction stemming from flawless execution of the services. Promotion of shift left practices and cost effective delivery of remote services. Maintaining high staff morale in a challenging environment minimizing unplanned turnover and fostering a can-do attitude amongst the team. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.

Essential Job Functions

•    Creates a high performance environment that instills corporate values of Open and honest; Customer Centric; Innovative; Passionate; Inclusive and collaborative; Accountable

•    Provide leadership that set a tone within the group regarding creative problem solving, positive customer communication and cooperation.

•    Guides team members to use every interaction with our customers for maximum customer satisfaction

•    Leads a team that is focused on first and second tier support for our clients. Handling requsts via phone, email, chat and portal.

•    Provide clarity to team regarding efficient workflows and standard operating procedures.

•    Proactive planning of the 200+ resources using state of the art WFM tools and knowledge of client demand patterns.

•    Fair and balanced performance management to ensure maximum contribtion of every team member.

•    Manage technical resources to effectively support customer demand and to resolve complex issues

•    Engage with leadership teams across the organization to achieve corporate objectives

•    Committed to continuous learning both personally and for their teams

•    Work on assigned tasks and project(s) from management

Competencies (Knowledge, Skills and Abilities)

•    Financial analysis and budgetary skills

•    Multiple industry certifications are required, especially focused on infrastructure, server technologies and network management.

•    Expert knowledge and demonstrated experience in core information systems technologies.

•    Ability to problem solve difficult technical and business challenges within a diverse team

•    Excellent verbal and written communication skills

•    Knowledge of systems and applications used to support a helpdesk environment and common 3rd party infrastructure tools

•    Excellent customer service, time management and interpersonal skills

•    Occasional travel may be required

Experience, Educational Reqts and Certifications

•    High school or equivalent, BS or BA preferred

•    ITIL Foundations v3+ preferred

•    Strong vendor/Service Provider management skills and experience dealing with and leveraging external service providers.

•    Experience with project management.

•    Experience in identifying operational issues and recommending and implementing strategies to resolve operational problems.

•    Experience (8+ years) directly managing people including hiring, developing, motivating, and directing people as they work.

•    Experience presenting and reporting on project plans and cost benefit analyses to appropriate stakeholders, executives and senior management.

•    Experience utilizing ITIL techniques in the areas of Incident, Problem, and Change Management

•    Call center and/or internal helpdesk experience

Konica Minolta Offers: 

  • Competitive salary
  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Tuition Reimbursement Program
  • Ongoing professional development training

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.