Job Description

About Us

We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results.  If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you!

JOB TITLE

Manager Service Desk

JOB FAMILY

End User Support

DIRECT REPORTS

Range of reports Ex: 1 - 3

GENERAL SUMMARY

Typically consists of 3-5 sentences.  May be helpful to fill out Principal Responsibilities first.

State the main purpose(s) of the job in the organization.  What is the general level of responsibility?

The Manager Service Desk is a key role overseeing the effectiveness of Service Desk knowledge and skills, ensuring that consistency and quality is maintained and that service targets are met. The Manager Service Desk will be responsible for all aspects of managing and supporting our IT service desk operations, ensuring the delivery of exceptional customer service and technical assistance to our internal users. This role involves managing a team of service desk analysts, setting performance goals, and ensuring efficient and effective service delivery to customers.

COMPETENCIES

« Drive for Results • Innovation & Agility • Leading & Enabling Change • Building Effective Partnerships • Developing Self & Others »

Select the band for the role below to auto-populate competencies.

Band:  Band 7

Band Description:  People/Functional Manager; manages team and/or function in a department; responsible for techniques of their function; contributes to creation of standards and policies.  Generally under general direction. Broad knowledge and application.

Band Competencies:  Takes accountability for team and project results, generates creative solutions and innovative insights, responsible for driving and sustaining change, productively resolves conflicts and integrates diverse views, and actively develops team members.

(Please refer to the Leader Level Framework for a more detailed description)

PRINCIPAL RESPONSIBILITIES

Brief description for each principal responsibility (generally 4-8) and rank from highest % to lowest %.  Begin each with an action verb.  Should add up to 100% (including the 5% allocated to “Perform other duties, as assigned”).  No responsibilities should be less than 5%.

State the primary responsibilities of the role and the primary tasks for each function.

Provide leadership and direction to the service desk team, setting clear objectives and priorities, and ensuring efficient and effective operations.

Leading and managing a team of service desk analysts, including hiring, training, and evaluating their performance.

Developing and implementing service desk policies, procedures, and standards.

Manage and monitor all service desk activities, including incident management, problem management, request fulfillment, and change management.

Monitoring service desk performance metrics, such as response time, resolution time, and customer satisfaction, and taking action to improve performance as needed.

Establish and enforce service desk policies, procedures, and best practices to improve efficiency, effectiveness, and customer satisfaction.

Collaborate with other IT teams and stakeholders to ensure seamless integration and coordination of service desk activities with other IT processes.

Monitor and report on service desk performance metrics, such as response time, resolution time, customer satisfaction, and incident trends.

Identify and implement process improvements to optimize service desk operations and enhance customer satisfaction.

Develop and deliver training programs for service desk staff to continuously enhance their technical skills and customer service capabilities.

Ensure all Audit Board items are closed completed within the provided timelines.

50%

Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). Manage process for communicating outage/emergency activities to the organization.

Stay up to date with industry trends and advancements in service desk management and apply best practices to improve our service delivery.

Collaborating with other IT teams to ensure smooth and timely problem resolution and escalation of issues when necessary.

Identifying and implementing service desk improvement initiatives, such as automation, self-service capabilities, and knowledge management systems.

30%

Handle escalations from the service desk team and ensure timely resolution of complex or high priority incidents or requests.

Providing regular reports on service desk performance to stakeholders and senior management.

Staying up to date with industry trends and best practices in service desk management, and continuously improving service delivery processes.

Foster a positive and collaborative work environment, motivating and supporting the service desk team

to achieve their goals and deliver excellent customer service.

20%

TOTAL (To recalculate, right click & use ! update field)

100%

MINIMUM REQUIREMENTS

The basic requirements needed to be able to successfully perform the duties of the role.

EDUCATION:  Bachelor's                  FIELD OF STUDY:  Technology/Engineering or similar degree

EXPERIENCE:  7+ years total experience working with ITSM tools and 3+ years managing team.

CERTIFICATION(S):  HDI Support Manager and Microsoft Professional Certification A+ with Leadership training and ITIL4 a must

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

Should resemble the unique requirements for the role.  May include more than one of each type.  Each requirement should have its own bullet point.

• Leading a team of customer service representatives in handling inquiries from customers, clients, or vendors about products or services
• Proven experience in managing service desk operations, preferably in an ITIL-based environment.
• Strong knowledge of IT service management principles, processes, and tools.
• Excellent leadership and people management skills, with the ability to inspire and motivate a team.
• Exceptional customer service and communication skills, both written and verbal.
• Strong problem-solving and analytical skills to identify and resolve complex technical issues.
• Ability to handle multiple priorities and drive projects to completion within deadlines.
• Familiarity with ITIL framework and certification is an advantage.
• Experience with IT service desk software tools, such as ServiceNow or Remedy, is preferred.
• ITIL Foundation certification is highly desirable
• Interviewing new candidates for positions on the team to ensure they have the right skillset for the job
• Participating in meetings with management to discuss customer needs and concerns
• Managing the team’s workloads to ensure they are able to meet their deadlines while providing excellent customer service.
• Reviewing reports from the team to assess performance and identify problems that may need to be addressed with individual team members
• Monitoring staff performance to ensure that customer service representatives are providing high quality service
• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
• Sound knowledge and experience of supporting range of IT applications, platforms and technologies
• Ability to clearly and accurately communicate processes and procedures verbally and in writing
• Ability to produce management information reports from ITSM systems
• Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
• Experience of developing professional and effective working relationships with customers and key stakeholders
• Experience of delivering a high level of customer service
• The necessary skills and attributes to integrate successfully into a busy team
• Windows Operating system - Windows 7, 10, and 11
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
• Email support O365, Exchange & POP
• Troubleshoot issues with laptops, desktops, and thin clients
• In-depth knowledge of hardware and networking systems.
• Prepares and conducts monthly and yearly performance reviews on each team member using the individual performance scorecard
• Analyzes regular performance reports
• Handles escalations from dissatisfied customers and proactively reports such instances to the Service Desk Manager
• Conducts team huddles and events to ensure high levels of team motivation as well as to communicate key updates
• Proposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools Lead
• Helps instill a fun working environment by proposing gamification initiatives to the Service Desk Manager
• Basic knowledge of network technologies (LAN, WAN, wireless)
• Setup/install local, wireless, and network printers
• Evaluate incidents/requests for validity and also to make sure that adequate information is available
• Distribute workload based on the complexity, priority and availability
• Generate reports on the ticket queues periodically or when requested
• Monitor ticket queue with regard to SLAs, notify relevant teams and thereby help teams to maintain SLAs
• Manage escalations related to tickets & bridge the relevant parties to solve the problems
• Follow up on SLA violations & inform the relevant parties
• Retains ownership of request and incidents until resolution communicating status to customers and coordinating resolution with relevant support teams
• Provides support for account administration in times of need
• Actively identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner
• Effectively identifies and communicates trends, knowledge article updates, troubleshooting tips, , to the Service Desk, Incident Management, leadership, and cross functional teams
• Be able to work to tight deadlines and manage multiple work streams
• Experience with improving processes and procedures and creating technical documentation
• Contribute to the on-going development and improvement of the service desk provision
• Fosters a positive attitude and team player spirit with coworkers

PREFERRED QUALIFICATIONS

Education, experience, and/or skills that would help contribute to success in the role but are not considered required to perform the responsibilities of the job.  “Nice-to-have” qualifications.

EDUCATION:  Bachelor's                  FIELD OF STUDY:  Technology/Engineering or equivalent degree

EXPERIENCE:  6+ years total experience working with ITSM tools and 3+ years managing team.

CERTIFICATION(S):  CompTIA A+ or Network+ and Microsoft Professional Certification A+ with Leadership training and ITIL4 a must

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

May include more than one of each type. Each preferred qualification should have its own bullet point.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact an HR representative for further assistance.

What We Offer

We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU.  We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at careers.india@mcmcg.com.