Job Description

Position Overview

The Service Desk Manager will be responsible for overseeing the efficient operation of the service desk, ensuring timely and effective resolution of IT support requests. The ideal candidate will have a strong understanding of IT support and services, as well as service technology, to effectively manage and lead a team of service desk technicians.

Key Responsibilities

• Manage and oversee the daily operations of the service desk, including assigning and monitoring tasks, providing guidance and support to team members, and ensuring timely and effective resolution of IT support requests.
• Develop and implement processes to improve service desk efficiency and effectiveness.
• Provide technical guidance and support to team members, troubleshooting complex IT support issues and escalations.
• Collaborate with cross-functional teams to ensure service desk practices align with business goals and objectives.
• Monitor and analyze service desk performance metrics, identifying areas for improvement and implementing necessary changes.
• Develop and maintain service desk policies, procedures, and documentation.
• Manage service desk budget and resources, including identifying and acquiring necessary tools and technologies.
• Train and mentor service desk team members, providing guidance and support for their professional development.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in IT support, with at least 2 years in a supervisory or management role.
• Strong understanding of IT services and support, including knowledge of service desk processes and best practices.
• Experience with service technology, such as IT service management software.
• Excellent leadership and management skills, with the ability to motivate and guide a team to success.
• Strong problem-solving and troubleshooting abilities, with the ability to handle complex technical issues.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate technical information to non-technical stakeholders.
• Experience with budget management and resource allocation.
• Relevant certifications

  Benefits

  Vacation/PTO
  

  Medical
  

  Dental
  

  Vision
  

  401k
  

  Bonus
  

  Relocation
  

  Telecommute
  

  Applicants must be authorized to work in the U.S.

Additional ways to apply

Preferred Skills

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Preferred Skills

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