at Echo Global Logistics in Chicago, Illinois, United States
Job Description
The role of a Service Desk Manager is entirely customer-facing. Duties of a service delivery manager typically involve overseeing a range of functions to facilitate the delivery of superior services to the end-users.One of the key responsibilities of a service delivery manager is to make sure that service delivery and service support processes are on track for the consistent delivery of a high-level of client service in an effective and cost-efficient manner. This role is expected to identify customer/user issues and needs by maintaining an excellent relationship with end-users and stakeholders. The service delivery manager must embrace both administrative and technical skillsets, be suited for skilled and hard-work and possess superb leadership and interpersonal skills, and must be passionate about delivering end-to-end customer-driven solutions. Job Duties & Responsibilities:
Monitoring and managing desktop support, IT Service Desk and VIP Support functions to ensure optimal service
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Ensuring that systems, procedures and methodologies are in place to support outstanding service delivery
Developing a deep understanding of projects to gain insights into scope of service delivery
Taking accountability for service delivery performance, meeting customer expectations and driving future demand
Analyzing third-party as well as internal processes and creating strategies for service delivery optimization
Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
Providing accurate and regular reports to management on performance of the service delivery
Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as audio/video systems
Educating departmental staff on the effective use of conference room technology Required Skills:
Proficiency in leading both physical and virtual teams
Experience in dealing with third-party-provided services
Operational ability in a diverse, large-scale environment
Capacity to train and guide junior team members
Ability to manage and prioritize tasks efficiently
Solid resource planning and problem-solvingskills
Readiness to demonstrate a proactive attitude
Excellent verbal and written communication skills
In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Strong organizational skills
Bachelor's Level Degree with at least 5+ years of relevant working experience
Preferred Skills:
Mastery of ITIL (Information Technology Infrastructure Library) principles
Expertise in people management and leadership
Exceptional customer-facing skills
Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.
