Global Help Desk Manager Level 2

Global Help Desk Manager Level 2

Job Purpose

Primary responsibility is to lead and manage the Service Desk team in Prometric Operation Center, providing direction and support to team members in line with achieving set objectives.

Job Summary

The Service Desk Manager is responsible for ensuring an outstanding level of customer service by providing direct Tier I and Tier II Customer Service Center support to the user community. The ideal candidate will have extensive experience in applying best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements. Qualified individuals will manage day to day activities by supervising the Service Desk technical support staff and leading the Service Desk in engaging in more proactive planning, support, and organizing the Service Desk to be flexible and adaptable team in meeting the changing needs of the organization. The Service Desk Manager will provide users efficient and timely first and second level support to ensure that service levels are achieved in line with the contract, and that customer expectations are met or exceeded. The candidate will need to use their years of experience to formulate, collect, analyze and present business metrics for the purposes of determining areas of improvement and the health of the Service Desk support team and the customer service they provide. The manager will need to play a role in engaging and working together with other Service Desk managers around the globe and other functions in Prometric which are also located around the globe.


  • Provide direction, delegate tasks and manage a team of people to meet or exceed agreed upon goals.
  • Motivate and develop staff so they can successfully fulfill their work objectives.
  • Conduct effective and efficient resource planning towards meeting team and functional objectives.
  • Develop and maintain a sound working knowledge of testing and support systems.
  • Ensure processes and practices conducted in the Service Desk team are standardized and consistent with those in the organization.
  • Provide action-oriented input on improving Service Desk services and processes, and take ownership roles in projects and initiatives that drive those improvements through to completion.
  • Create, submit and maintain accurate and meaningful reports to be used for sound decision making that encourages and Drives positive change for the organization.
  • Participate as a productive and engaged member of the Service Desk Management team with sound cross-cultural awareness.
  • Collaborate effectively with other functional departments and participate fully on cross-functional teams to achieve common aligned business goals and objectives.
  • Participate in staff meetings, training programs and team events as required Working hours are flexible depending on local or regional time-zone support needs and may change at any time at the discretion of senior management


  • Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
  • Between 3-5 years management experience in help desk, customer service center or other related industry, preferably with an international customer base.
  • Able to demonstrate a positive attitude toward the mentoring and development of others.
  • Experience using and familiarity with Help Desk metrics and associated terminology.
  • Experience working with service provider teams to refine Help Desk/service center and troubleshooting/trend analysis procedures as well as experience documenting
  • Preferably Managers specializing in IT/Computer - Network/System/Database Admin or equivalent.

Prometric is and equal opportunity employer: disability/veteran

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