Service Desk Manager

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

📋 Description

• Manage comprehensive service desk operations and drive continuous enhancements.

• Supervise daily activities across various shifts and oversee ticket management.

• Establish service benchmarks for user interactions and handle escalations effectively.

• Define, monitor, and report on key performance indicators while leading corrective measures.

• Recruit, mentor, schedule, and develop service desk personnel.

• Create and maintain a searchable knowledge base and self-service portal.

• Promote automation efforts to minimize manual tasks and enhance service efficiency.

• Collaborate with internal resolver teams to ensure compliance with SLAs/OLAs.

• Keep standard operating procedures, runbooks, and quality controls updated for effective execution.

⛳️ Requirements

• 5–8+ years of experience in IT support or service management.

• At least 2 years in a leadership role within a service desk or help desk team.

• Proficient understanding of ITIL-aligned methodologies.

• Bachelor's degree in information technology or equivalent practical experience.

• ITIL 4 Foundation certification is preferred.

• Experience with ITSM tools (such as ServiceNow).

• Capability to analyze trends and produce operational reports.

• Solid understanding of end-user computing and networking basics.

🏝️ Benefits

• Medical

• Dental

• Vision

• Life and Disability insurance

• FSA (Health & Dependent Care)

• HSA

• 401(k)

• PTO

• Paid Holidays

• Supplemental Benefits for Accident

• Critical Illness

• Identity Theft

• Legal support