<h4><span style="font-family: helvetica, arial, sans-serif;"><strong>Job Summary</strong></span></h4> <p><span style="font-family: helvetica, arial, sans-serif;">The <strong>Manager, Enterprise Service Desk (ESD) </strong>is a tactical leadership role responsible for the daily execution, management, and enablement of the Tier 1 Enterprise Service Desk staff.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">Reporting directly to the Sr. Manager, Enterprise Service Desk, this position focuses on driving the day-to-day operations of the help desk, maintaining high team performance, and directly supporting the front-line technical team. The ideal candidate will bridge technical execution with operational goals, ensuring service delivery remains highly efficient, client-centric, and aligned with organizational standards.</span></p> <p> </p> <h4><span style="font-family: helvetica, arial, sans-serif;"><strong>Role Focus</strong></span></h4> <p><span style="font-family: helvetica, arial, sans-serif;">The primary focus of this role is to champion continuous improvement and alignment with the company’s strategic vision, cultivating an empowered team culture through highly skilled coaching and structured mentorship, while driving execution around rigorous KPI standards, systemic efficiency, white glove customer service, and top-tier client escalation resolution.</span></p> <h4><span style="font-family: helvetica, arial, sans-serif;"><strong>Responsibilities</strong></span></h4> <p> </p> <h4><span style="font-family: helvetica, arial, sans-serif;">Team Leadership and Management</span></h4> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Staff Oversight:</strong> Manage, coach, and support the Tier 1 service desk staff to maximize operational readiness and career pathing</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Talent Development:</strong> Oversee the onboarding process for new hires and coordinate continuous technical and customer-service training to ensure up-to-date skillset alignment.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Performance Accountability:</strong> Conduct structured performance reviews, lead daily operational huddles to check on backlog progress, and proactively resolve internal roadblocks.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Workforce Management:</strong> Design, implement, and maintain complex multi-shift team schedules to ensure stable, cost-effective coverage across all active client service windows.</span></li> </ul> <h2> </h2> <h2><span style="font-family: helvetica, arial, sans-serif;">Performance and Quality Assurance</span></h2> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Target Enforcement:</strong> Monitor key performance indicators (KPIs) and service level agreements (SLAs) constantly to ensure team performance targets are met quickly and effectively.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Quality Assurance Auditing:</strong> Conduct regular ticket, phone call, and live chat evaluations to maintain exceptional quality standards, professional etiquette, and precise technical documentation.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Metric Reporting:</strong> Synthesize raw ticketing data into meaningful daily and weekly operational performance reports to present to clients and senior leadership.</span></li> </ul> <p> </p> <p><span style="font-family: helvetica, arial, sans-serif;">Client Relationship and Escalation Management</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Incident Management:</strong> Act as the main tactical point of contact for handling complex technical issues and client-facing escalations.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Relationship Management:</strong> Build and maintain active, positive relationships with critical client contacts, leveraging post-incident surveys and verbal feedback to address underlying concerns.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Communication Bridge:</strong> Serve as a seamless, high-clarity communication link between technical support personnel and client business stakeholders, driving problems to full resolution.</span></li> </ul> <h2> </h2> <h2><span style="font-family: helvetica, arial, sans-serif;">Strategic & Operational Oversight</span></h2> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, ar