Job Description

Position:

Service Desk Manager

Description:

Oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support for all users.\r Support the IT Operations function with its primary goals of run, maintain, and sustain.\rAct as an escalation point for all requests and incidents.\rManage ticket escalations and resolve any technical issues; oversee requests, incidents, and problems, and coordinate urgent and complicated support issues.\rDevelop and maintain Service Desk processes and procedures, ensuring that they align with industry best practices and meet the needs of the business.\rEstablish Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the Service Desk function and ensure that they are regularly measured and reported.\rMonitor and analyze Service Desk performance metrics to ensure high levels of customer satisfaction, identify areas for improvement, and recommend changes to processes, procedures, and technology.\rManage compliance with legal and regulatory requirements such as SOX.\rOversee IT Service Desk Budget.

Requirements:

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).\rDemonstrated experience in a Service Desk or IT support role with at least 3-5 years in a supervisory or management position.\r10+ years of relevant work experience on multiple IT platforms.\rRelevant certifications such as ITIL, HDI, or similar are a plus.\rStrong knowledge of IT service management frameworks (e.g., ITIL).

Benefits:

Market-leading medical, dental, and vision plans available to all eligible Team Members.\rCompany-paid basic life and accidental death and dismemberment (AD&D) plans.\r401k plan with company match.\rCompany-paid employee assistance program.\rPaid Time Off.\rAnd more.

Job Tags

Work experience placement, Immediate start,

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