Description

Welcome to The AME Group – Where People Power Progress
At The AME Group, every employee helps define who we are. For over 35 years, we’ve built a thriving, people-first culture rooted in innovation, collaboration, and purpose. As one of the nation’s leading Managed IT Service Providers, we empower businesses through technology while investing in the growth and well-being of our team. With a commitment to shared success, and continuous learning, we don’t just adapt to change — we drive it! Join a company where your voice matters, your work makes an impact, and your future is a shared journey.

Job Overview

We are seeking a dynamic and client-focused Service Desk Service Manager to lead our service desk team. This role is essential to ensuring exceptional customer service, maintaining SLA compliance, and driving continuous improvement in service delivery.

Key Responsibilities

Manage phone queue coverage and ensure prompt response to client inquiries.
Monitor and respond to client tickets, emails, and calls.
Track team performance against SLAs and KPIs.
Document customer interactions and technical solutions in the service desk system.
Lead and mentor team members, fostering a culture of accountability and growth.

Requirements

Must-Have Skills

Strong customer service and client relationship management abilities.
Effective leadership and team management experience.
Excellent verbal and written communication skills.
Problem-solving and decision-making capabilities.
Ability to prioritize tasks and manage time effectively.

Optional Skills

Experience with service desk systems and ticketing software.
Knowledge of technical support KPIs and metrics analysis.
Process improvement and optimization expertise.
Previous mentoring or coaching experience.
Industry-specific technical knowledge.
Project management experience.

Skills for Success

Balanced Leadership: Support team growth while holding members accountable to performance standards.
Communication Excellence: Communicate effectively with clients, team members, and stakeholders.
Client-Centric Mindset: Prioritize client satisfaction and problem resolution.
Leadership Mindset: Takes initiative, makes informed decisions, and owns team outcomes.
Client-Focused Attitude: Enjoys helping others, remains composed under pressure, and steps up during challenges.