SERVICE DESK MANAGER

  1. San Antonio,TX
  2. Nov 26, 2019
  3. General : General
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The Finance Service Desk Manager is responsible for daily operations of the Service Desk supporting employees by responding to escalated inquiries, questions and requests relating to various Finance functions. This resource establishes an effective, proactive and repeatable service delivery process that improves the end users experience. The role requires communication, collaboration and teamwork within the department as it will support a variety of areas during any given time.

PRINCIPLE DUTIES

  • Maintains confidentiality of Organizational and Resource Data
  • Professionally Responsive to Employee Inquiries, Questions and Requests via Case Ticketing System
  • Supports Service Ticket(s) Escalation to meet Service Level Agreement [SLA]
  • Professionally Responsive to Service Desk Tier I & II Escalations
  • Assist with Mediation and Conflict Resolution Process
  • Provides Resolution within a Tiered Escalation Process
  • Collaborates with Internal & External HR Personnel regarding Escalation Items
  • Organizational Documentation within All Phases of the Ticket Process
  • Creates White Paper Documentation for FAQ Repository
  • Maintains Various Information Systems
  • Service Desk Reporting [ Daily, Weekly, Monthly, Quarterly, Yearly]
  • Finance Project and Departmental Support
  • Distributes, reviews and provides instructions for Finance Service Desk supported forms
  • Continuous Training for Service Desk Support

REQUIREMENTS & PREFERANCES

  • Minimum of 5 yrs. of finance and payroll related experience
  • Minimum of 3 yrs. of Leading and Managing Teams
  • Bachelors Degree in Business or related field [Required]
  • Bi-Lingual Communication Skills [ Spanish, French Preferred]
  • Current Utilization of Microsoft Office Tools (Outlook, Word, Excel, PowerPoint)
  • Demonstrated Organizational Skills [ Desk, Documentation, Processes, Comms]
  • Demonstrated Communication Skills [ Oral, Written, Video/F2F]
  • Demonstrated Customer Service & Solution Skills [ Accurate, Verified, Innovative]
  • Experience within a Service Desk Environment
  • Experience with Service Desk Applications
  • Experience Electronic Filing and Records Management
  • Experience with Data Reviews/Audits [ accuracy, completion, grammar, formatting] from system generated reporting

WORK ENVIRONMENT

Work is primarily performed in an office setting.

DISCLAIMER

The job duties listed are typical examples of the work performed by positions in this job classification They are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty. Management retains the discretion to add to or change the duties of the position at any time.

Facility Services is an Equal Opportunity Employer that promotes a diverse workplace

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