Help Desk Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Lead, mentor, and develop the Service Desk team by providing coaching, guidance, performance feedback, and ensuring accountability.

• Oversee the daily operations of the Service Desk, including staffing, workload distribution, ticket queues, prioritization, and escalations.

• Utilize ServiceNow to manage and track incidents and service requests effectively.

• Monitor Service Desk SLAs and KPIs, such as response times, resolution times, ticket backlog, aging, and service quality metrics.

• Address tickets nearing SLA thresholds and ensure proper escalation procedures are followed.

• Develop and maintain dashboards and reports within ServiceNow.

• Provide regular performance reports to IT leadership, highlighting trends and areas for improvement within the Service Desk.

• Monitor Service Desk calls and customer interactions through Zoom Contact Center.

• Act as the primary escalation point for dissatisfied users and sensitive support matters.

• Coach team members on effective communication, professionalism, customer service, de-escalation techniques, and ownership of issues.

• Ensure compliance with standard operating procedures, documentation standards, escalation processes, and information security policies.

• Oversee IT processes related to employee onboarding and offboarding.

• Collaborate with Infrastructure, Security, Applications, and other IT teams to resolve issues efficiently.

• Maintain and enhance procedures, knowledge-base articles, support documentation, and standard operating procedures.

• Identify opportunities for automation, self-service options, process enhancements, and improving overall efficiency.

• Train and guide personnel on technical skills, customer service techniques, procedural knowledge, and security practices.

⛳️ Requirements

• A minimum of 5 years of practical experience with ServiceNow in a Service Desk or IT support setting.

• Proven experience utilizing ServiceNow for incident management, service requests, queue management, SLA monitoring, dashboards, and operational reporting.

• Prior experience in leading, supervising, or managing a Help Desk, Service Desk, or IT support team.

• Experience in supporting and operating within a Microsoft 365 enterprise environment.

• Knowledge of Microsoft 365 services and enterprise end-user support, including Microsoft Entra ID (Azure AD), Exchange Online, Microsoft Teams, Outlook, OneDrive, and SharePoint Online.

• Understanding of Microsoft 365 identity, authentication, account provisioning, licensing, access, and typical end-user support challenges.

• Exceptional customer service, communication, and interpersonal skills with a track record of managing escalated or difficult customer situations.

• Ability to maintain professionalism and effectiveness while handling high-priority, sensitive, or dissatisfied user escalations.

• Strong skills in conflict resolution, de-escalation, and problem-solving.

• Experience in managing and reporting on Service Desk SLAs, KPIs, and quality metrics.

• Comprehensive understanding of IT Service Management, incident management, service request management, prioritization, and escalation protocols.

• Experience in analyzing Service Desk data to identify performance improvement and service quality enhancement opportunities.

• Capability to develop and present operational performance reports to IT leadership.

• Familiarity with IT security policies, access controls, and the procedures for employee onboarding and offboarding.

• Strong leadership, coaching, organizational, and team development capabilities.

• Ability to hold team members accountable for their performance, ticket quality, adherence to procedures, and customer service expectations.

• Excellent written and verbal communication skills.

• Ability to manage multiple priorities in a dynamic enterprise support environment.

🏝️ Benefits

• Paid Time Off

• Health, life, vision, dental, disability, and AD&D insurance

• Flexible Spending Accounts/Health Savings Accounts

• 401(k)

• Leadership and professional development opportunities