Manager, Enterprise Service Desk

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

📋 Description

• Oversee individual team members throughout the employee lifecycle, including recruitment, training, performance evaluations, performance incentives, and disciplinary measures.

• Conduct regular one-on-one meetings and develop personalized growth plans.

• Organize monthly team meetings and employee performance assessments; deliver constructive feedback.

• Generate and deliver operational reports and weekly/monthly service reviews to leadership and clients regarding SLA/SLO performance, volumes, and trends.

• Plan for staffing capacity and shift coverage, anticipate demand, and manage a 24/7 service desk, particularly for peak-hour staffing.

• Ensure adherence to ITIL processes and manage knowledge; uphold incident, request, problem, and change processes, while keeping the knowledge base updated.

• Develop and manage training and development initiatives.

• Monitor key performance indicators including customer satisfaction, incident response/resolution times, and first-call resolution rates.

• Promote first-contact resolution and quality assurance through call/ticket quality audits and coaching.

• Conduct quality-of-service evaluations, follow up with clients, and provide coaching for enhancement.

• Manage team schedules and allocate resources effectively.

• Ensure compliance with SLAs.

• Collaborate with other IT departments to address complex challenges.

• Engage with clients to collect feedback, identify areas for improvement, and strengthen relationships.

• Keep track of industry trends and new technologies.

• Introduce new technologies and processes to enhance service delivery.

⛳️ Requirements

• Minimum of 5 years of supervisory or managerial experience in a Managed Service Provider (MSP) environment.

• Exceptional verbal and written communication abilities.

• Strong coaching capabilities with an emphasis on continuous improvement.

• Experience with the ServiceNow ITSM platform.

• ITIL Certification.

• Familiarity with incident, request, problem, change, and major incident management.

• A bachelor’s degree or equivalent in Computer Science, Information Systems, or a related field.

• A robust technical background.

• Strong analytical and problem-solving skills.

• Willingness to work 1st, 2nd, or 3rd shifts in a 24/7 support environment.

• Ability to perform well under pressure.

🏝️ Benefits

• Medical, Dental, and Flexible Spending Account (FSA).

• 401(k) plan.

• Flexible Paid Time Off.