Intuit Manager Service Desk 

United States, Arizona, Tucson 

150629035

Strategy & Planning

• Establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Assist in hiring, training, and preparing Service Desks to respond to customer questions and complaints and troubleshoot problems with services or products.
• Prepare yearly staff budget and capacity planning as well as monitor real-time to effectively manage resources to meet SLA’s
• Ability to grow and develop talent within the team

Operational Management

• Manage the processing of incoming calls to the Service Desk to ensure courteous, timely, and effective resolution of end user issues.
• Enforce request handling and escalation policies and procedures.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Prepare reports and analyze data to assist management as they determine goals.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Oversee the development, implementation, and administration of service desk staff training procedures and policies.

Knowledge & Experience

• Demonstrated progressive experience in the supervision of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• 3 years of experience in related field