IT Service Desk Manager

July 23rd, 2019 12:40pm

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We have an immediate opening in Jacksonville, FL for an IT Service Desk Manager. This position is a multi-faceted role that will be responsible for internal and external Service Desk Operations and support. Important aspects of the role include leading and developing a team of support personnel, maintaining excellent customer satisfaction, ensuring policies are adhered to, maintaining KPIs within SLA requirements, and fostering continual service improvement.

We specialize in developing, implementing, and supporting integrated advanced technology systems to address complex business challenges. Our core proprietary technologies incorporate artificial intelligence applications, including video analytics-based security applications, intelligent process controls, and information technologies, for a wide range of global customers.

We are passionate about growth, innovation, and collaboration among our team members and customers. If you have the technical acumen and thrive in a demanding environment, you are who we are looking for to join our team! For more information, please visit our website at http://www.duostech.com/.

Responsibilities:

  • Customer satisfaction and perspective.
  • Monitoring service desk operations and KPIs to ensure they are within the SLAs.
  • Managing service desk staff including discipline and productivity.
  • Serve as a point of escalation for Tier 2 support staff.
  • Ensuring fast effective resolution to incidents.
  • Coordinate sharing of resources for project deployments.
  • Identify ways to reduce support tickets by identifying common issues and inefficiencies.
  • Maintain positive team perspective and team dynamics.
  • Manage staff scheduling to ensure resources are allocated appropriately.
  • Maintain clear lines of communications to other departments and management.

Required Qualifications/Experience:

  • Relevant Bachelor’s degree, or equivalent combination of education and experience consistent with job requirements.
  • 3-5 years of experience as Service Desk support with at least one year of Supervisor experience.
  • Positive team player.
  • Energetic personality.
  • Excellent leadership and communication skills.
  • Excellent documentation and organization Skills.
  • Windows server administration experience (MCSE Preferred).
  • Office365 administration experience.
  • VMWare experience.
  • Understanding of networking technology.
  • Understanding of electronics and how they work.

Generous compensation package with incentives based on performance. Benefit package includes paid group health, dental, life and disability insurance, paid vacation and sick days.

To apply please submit a detailed resume to careers@duostech.com and if qualified, our Human Resources will subsequently administer a mandatory questionnaire.

Duos Technologies, Inc. is an equal opportunity employer and employees or applicants will receive consideration for employment without regard to age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

  • Career Opportunities with Duos Technologies Inc.

    For general job inquiries, or to submit your resume for future consideration, please e-mail: careers@duostech.com Please attach your resume when sending an email. You can also fax your resume to: 904.296.4103.