Astreya

Solution Engineering Manager, Service Desk

Astreya

full-time

Posted on:

Origin:  • 🇺🇸 United States • Colorado, Kansas, Missouri

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Salary

💰 $98,040 - $154,800 per year

Job Level

Mid-LevelSenior

Tech Stack

AzureCloudGoogle Cloud PlatformITSMTableau

About the role

  • Solution Design & Strategy: Lead the development and implementation of Service Desk services, including remote, walkup and field support functions in local and global enterprise environments
  • Collaborate with pre-sales teams to assess client needs, craft tailored solutions, and present proposals that align with customer objectives.
  • Develop scalable, repeatable processes and solutions for clients, ensuring high service quality and a world-class customer support experience.
  • Maintain a deep understanding of industry trends, emerging technologies, and best practices in Service Desk services to continually improve service offerings.
  • Operations Leadership & Development: Manage and mentor service leaders, fostering a culture that relentlessly pursues excellence by using data to drive decisions, collaborating with trust and candor, and seeking the optimal customer experience and service outcomes.
  • Coordinate with HR to source, onboard, and train highly qualified service team members, ensuring they possess the technical, problem-solving & customer service skills necessary for success.
  • Provide ongoing performance feedback and development planning to team members to promote career growth and skills enhancement.
  • Client Engagement & Support: Communicate as the subject matter expert for Service Desk services, advising stakeholders on best practices and approaches to solving customer challenges.
  • Build trusting relationships with stakeholders, working closely with them to understand their goals and provide ongoing support to optimize service delivery.
  • Ensure that services are designed to exceed service level agreements (SLAs) and KPIs through effective training, management and coordination of resources to create opportunities for future account growth.
  • Operational Excellence & Continuous Improvement: Think critically and creatively about service challenges and identify scalable solutions to solve problems using methods, tools & technologies to enhance service delivery.
  • Develop and maintain documentation of solution proposals, methodology, operational processes, and workflows to ensure consistency and efficiency.
  • Analyze service delivery performance data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
  • Drive the implementation of automation tools and technologies to improve the efficiency of end user support services without degrading quality.
  • Cross-Functional Collaboration: Partner with sales, account management, and service delivery teams to ensure the seamless transition and execution of client projects.
  • Advise service delivery leaders as a trusted advisor to ensure the service and solution deliver the outcomes proposed in the sales cycle
  • Collaborate with adjacent infrastructure services to ensure the Service Desk services are aligned with broader IT strategies and security requirements.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
  • 5+ years of experience in Service Desk, technical support, or Service Desk operations within a managed services or IT services environment.
  • 3+ years of experience in a leadership role, managing technical teams in solution engineering, IT service management, or Service Desk operations.
  • Strong knowledge of ITIL frameworks, Service Desk solutions, ITSM & contact center platforms, and end user support technologies.
  • Experience designing and delivering managed services solutions for end user environments, including Windows/Mac OS/ChromeOS support, Google Workspace/Office 365, remote desktop tools, and endpoint management systems.
  • Deep understanding of how to use data to understand and manage service performance
  • Proven ability to manage and appropriately prioritize multiple projects, priorities, and deadlines in periods of high demand.
  • Excellent communication and presentation skills with the ability to influence both technical and non-technical stakeholders through influential leadership.
  • Strong problem-solving abilities and a customer-focused mindset.
  • Hands-on experience using tools like Excel, Looker Studio, PowerBI, or Tableau to analyze and understand service performance and gain data-driven insights
  • Certifications in ITIL, ITSM platforms, project management frameworks or other relevant technologies to validate knowledge.
  • Experience using automation and AI-driven support tools in the Service Desk space.
  • Familiarity with adjacent support and administration teams like audio-visual, IT asset management, business applications, identify & access management, etc.
  • Familiarity with remote work tools, various ITSM tools or ACD systems, and modern cloud-based infrastructure like GCP, Microsoft Azure, etc.