Service Desk Manager

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

📋 Description

• Lead comprehensive service desk operations and drive continuous improvement efforts.

• Supervise daily activities across various shifts and manage the flow of support tickets.

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

• Define, monitor, and report on key performance indicators (KPIs) and implement corrective measures.

• Recruit, mentor, schedule, and develop the service desk team.

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

• Initiate automation projects to minimize manual tasks and enhance service delivery.

• Collaborate with internal resolver teams to ensure compliance with service level agreements (SLAs) and operational level agreements (OLAs).

• Maintain standard operating procedures (SOPs), runbooks, and quality control processes for effective execution.

⛳️ Requirements

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

• At least 2 years of experience leading a service desk or help desk team.

• Familiarity with ITIL-aligned practices.

• Bachelor’s degree in information technology or equivalent professional experience.

• ITIL 4 Foundation certification is preferred.

• Experience in managing an ITSM tool, such as ServiceNow.

• Capability to analyze trends and generate operational reports.

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

🏝️ 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