Director, Service Desk & Support


Posted: 12/08/19 Employment Type: Direct Job Category: IT - Manager Job Number: 77049224

Job Description

Director, Service Desk & Support

Direct hire, Full-time


  • Responsible for providing customer support and overall customer satisfaction.
  • Identify and communicate to the Sales and Account teams when a potential sales opportunity arises.
  • Ensure a high level of customer satisfaction by understanding the customer s environment, their challenges while maintaining a high level of customer satisfaction.
  • Reviewing new customer job packages for completeness and accuracy.
  • Reviewing SOW and identify all non-standards (non-standards includes any modification to Service Description guidelines or subjects not covered in the Service Description).

Post go-live processes and sub-processes include, but are not limited to:

  • Daily review of open cases, ESRs, SSRs, status table and action log items to ensure proper handling and timely resolution.
  • Coordination and facilitation of post go-live Day2 training approximately 30 days post go-live.
  • Acting as a customer advocate and proactively addressing issues internally prior to becoming a customer escalation.
  • Weekly tracking of customer sentiment, stakeholders, renewal dates and pertinent financial information.
  • Ensuring customer support documentation is current and accurate at all times (TacConnect and Operations Manual).
  • Coordination of MAP Patch releases for assigned account / Open SSR with customer and gain approvals.
  • Quarterly validation (with AE) that MAP DR DB synchronization is accurate and current.
  • Facilitation of engineer level access to assigned accounts (new hires, terminating employees, RSA token administration and notice to employees prior to account expiration).
  • Ensure all customer documents are uploaded to SharePoint at all times (Meeting Minutes, Action Item Logs and Operations Manuals (Runbook).
  • Communication to Service Delivery of all major customer implementations, process changes, upgrades, MACD requests and disconnects.
  • Facilitation of post go-live MACD exceptions.
  • Facilitation of the HTT Go Live Audit findings.
  • Facilitation of SIP (Service Improvement Plans).
  • Provide ad-hoc reporting as needed.
  • Properly requesting at-risk customers be placed in Amber or Red status and ensuring proper support is requested from internal departments or account team members.
  • Ensuring all customers within the first 30 days of activation are provided high-touch support.
  • Ensuring all customers within 90 days of renewal are provided with high touch support.
  • Communication to the Sales team when assigned customers are within 30 days of exhausting BoH availability (based on average usage by month)
  • Ensuring accurate CSM Checklists are posted to SharePoint at all times.
  • Facilitating any escalation bridges and calls as needed.
  • Working with Support Desk Managers and Engineers to create Root Cause Analysis documents as required.
  • Host bi-weekly status calls with customers to review open action register.
  • Facilitate Daily case review calls with customers.
  • Facilitate remediation of access issues to customer supported technologies (ASG, VDI, Desktops, and ISM).

Skill Requirements:

  • Knowledge and experience in cross-functional projects and project management methodology.
  • Knowledge of informational technology platforms pertaining to converged network environments.
  • Skill in delivering technical presentations to audiences of varying sizes and levels of management.
  • Demonstrated ability to effectively engage internal and external customers related to the lifecycle of a project.
  • Ability to communicate effectively with senior management.
  • CCNA and/or MCSE (nice to have).
For additional details please contact John Berardi at 315-449-1838 OR via email at

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