Service Desk Manager

AXSFrisco, TXNew

On-site Full-time $112.5K/yr - $121.5K/yr

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Experience Level

Manager

Qualifications

To be successful in this role, candidates should possess:A proven track record in team management within an IT service desk environment. Strong analytical skills with the ability to interpret data and translate findings into actionable improvements. Excellent communication skills, both written and verbal, with a strong emphasis on customer service. Experience with incident and problem management methodologies. Familiarity with IT service management tools and asset management processes. Ability to thrive in a fast-paced, collaborative environment.

About the job

Our passion lies in elevating the fan experience and delivering transformative solutions for our clients. We are always on the lookout for bright, motivated individuals who share our vision. If you possess enthusiasm, innovative ideas, and a collaborative spirit, we invite you to join our dynamic team of technology and entertainment professionals.

The Role

The Service Desk Manager is responsible for ensuring the seamless operation and productivity of the Service Desk team, which provides essential support to our internal customers. This role emphasizes effective team leadership, customer service excellence, incident and problem management, process optimization, and performance evaluation. The successful manager will develop and uphold support processes and documentation, oversee incident and request ticket management, and facilitate SLA reporting and asset management for all IT equipment.

Key Responsibilities

Team Leadership: Supervise and mentor the service desk personnel, ensuring they are well-trained, motivated, and equipped to address internal customer inquiries effectively. Manage resource allocation and workforce structure to guarantee the accurate assignment of tasks.
Incident Management: Oversee the resolution of incidents and service requests to ensure timely and effective outcomes. This includes prioritizing and escalating issues as necessary while maintaining transparent communication with internal customers regarding ticket status and updates.
Performance Monitoring: Analyze key performance indicators (KPIs) such as response and resolution times, and customer satisfaction scores to identify improvement opportunities. Generate reports on service desk performance and trends.
Process Optimization: Continually refine or automate service desk workflows to boost efficiency, shorten resolution times, and enhance internal customer satisfaction. Ensure compliance with industry standards and best practices.

About AXS

AXS is a leading ticketing platform that connects fans with their favorite artists and teams. We are committed to enhancing the live event experience by making ticket purchasing seamless and enjoyable. Our innovative solutions and passion for fan engagement set us apart in the industry.

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