Service Desk Assistant Manager

Job Description

The Assistant Service Desk Manager position is part of the STP Service Desk, which provides 24x7 / 365 Tier 1 and Tier II technical support to the Sinclair Broadcast Group end user community. The Assistant Service Desk Manager is responsible for assisting the Service Desk Manager in the effective day-to-day operation of the Service Desk, continual functional improvement of operations, and on-site supervision of the Service Desk staff. The Assistant Service Desk Manager will assist in training and mentoring Service Desk personnel. This is a hybrid position.

To be successful in this role, the Assistant Service Desk Manager must maintain:
• High level of integrity
• Ownership of daily operations
• Consistent leadership
• Outstanding attention to detail
• Excellent organization skills
• Effective written and oral communication
• Positive outlook
• Professional demeanor
• Customer centricity

Embracing these characteristics ensures the excellence of the individual and the STP team.

Essential Functions:

Daily Operational Oversight:
• Accurately communicates pertinent information to Service Desk staff and all Sinclair Broadcast Group employees to create a work environment that lends itself to the best interests of departmental personnel and customer service.
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Maintains awareness of Incidents approaching SLA breach and facilitates action appropriately.
• Identifies opportunities for improvements in process, efficiency and quality.
• Ensures that decisions made to improve the overall customer support of the Service Desk are continually carried through.
• Coordinates daily tasks and projects among the shifts and ensures follow-up and completion.
• Daily update and maintain records of assigned Phone Calls, Incidents, Requests and Projects.
• Maintain awareness of incident and request queues.
• Spot check incidents and requests for procedural adherence, detail, accuracy and completion.
• Resolves problem situations in a professional manner.
• Complies with all STP processes and procedures.

Escalation:
• Manages escalated issues and provides direction to Service Desk staff and directs other issues to Service Desk Manager or appropriate personnel for timely resolution. In case of resolution maintains positive communication with user(s) to ensure appropriate and knowledgeable hand off.
• Provides support to on-call personnel when required.

Personnel:
• Addresses technician concerns and updates the Service Desk Manager as needed.
• Identifies and documents performance concerns and communicates them to the Service Desk Manager.
• Meets regularly with the Service Desk Manager to review personnel activity.
• Updates team scheduling as agreed upon with the Service Desk Manager.
• Provides initial approval of time off requests.

Technical:
• Collaborates with SRE team to establish and update end user computer images.
• Coordinates with Desktop Support in managing assets, new user and replacement computer assignments as well as shipping of equipment.
• Serves as functional SME for all technical issues supported by the Service Desk.

Knowledge Management:
• Authors and reviews submitted knowledge articles
• Ensures newly drafted knowledge articles are communicated and disseminated to the Service Desk team.

Reporting:
• Metrics Driven
• Provide Daily, Weekly, Monthly and Quarterly reports on Service Desk, Access Management, Desktop Metrics.

Required Qualifications:
• 7 years of technical experience with at least 3 years of supervisory experience
• Highly motivated
• Leads by example
• Knowledge of ITIL processes
• Intermediate ServiceNow knowledge
• Excellent written and verbal skills
• Outstanding organization
• Ability to prioritize, multi-task and follow-through with minimal direction
• Intermediate Microsoft 365 Administration
• Proficient in the use of common desktop applications
• Expert knowledge of Windows 10
• Intermediate knowledge of Mac OS
• Proficient with Active Directory Users and Computers (ADUC)
• Proficient with SCCM Imaging and Remote Control
• A+ Certification
• ITIL Foundation Certification
• High School Diploma or GED

Preferred Qualifications:
• Bachelor's degree
• HDI Support Center Team Lead certification
• Microsoft 365: Modern Desktop Administrator Associate certification
• Proficient with Microsoft 365 Administration
• Expert ServiceNow knowledge

Sinclair Broadcast Group, Inc. is proud to be an Equal Opportunity Employer and Drug Free Workplace!

#hybrid

Jobcode: Reference SBJ-gm84xx-3-144-212-145-42 in your application.