Senior Service Desk Manager

Job Title: Senior Service Desk Manager

Location: Mentor, OH (Onsite)

Duration: 6+ CTH

Job Summary:

We are seeking a highly skilled and experienced Senior Service Desk Manager to lead and manage our global service desk operations. The ideal candidate will have strong people management skills, with experience overseeing offshore service desk teams, ensuring seamless IT support for end users, and driving operational excellence. This role requires a dynamic leader who can foster team collaboration, enhance customer satisfaction, and ensure high-quality service delivery.

Key Responsibilities:

• Lead & Manage Offshore Service Desk Team: Manage and mentor offshore service desk resources, ensuring they meet or exceed performance metrics and deliver high-quality support to end users.
• People Management: Oversee team performance, conduct regular one-on-ones, and provide coaching, feedback, and development opportunities to foster team growth and improve individual performance.
• Operations Management: Ensure smooth day-to-day operations of the service desk, including handling escalations, tracking issues, and ensuring timely resolutions.
• Process Improvement: Identify areas for process improvements and implement best practices to enhance efficiency and effectiveness in service delivery.
• Stakeholder Communication: Work closely with senior management and cross-functional teams to ensure alignment on service goals, expectations, and timelines.
• Reporting & Analytics: Track service desk performance metrics (e.g., response time, resolution time, customer satisfaction) and prepare regular reports for senior leadership.
• Problem-Solving & Escalation Management: Address complex technical issues and manage escalation procedures effectively, ensuring issues are resolved in a timely and customer-focused manner.
• Training & Development: Ensure continuous development of the offshore team by providing appropriate training, resources, and guidance.
• Budget & Resource Management: Manage staffing and resources to meet operational needs and ensure cost-effective service delivery.

Qualifications:

• Bachelor's degree in IT, Business, or related field; or equivalent work experience.
• 8+ years of experience in IT service management, with at least 3+ years in a leadership or management role.
• Proven experience managing offshore teams, with a strong understanding of the challenges and dynamics involved in managing remote resources.
• Solid understanding of ITIL framework and service desk operations.
• Strong leadership and people management skills, with experience in performance management, team coaching, and conflict resolution.
• Excellent communication skills, both written and verbal, with the ability to communicate effectively with stakeholders at all levels.
• Proficient in-service desk software and ITSM tools.
• Strong problem-solving skills and a customer-centric approach to service delivery.
• Ability to work independently and handle multiple priorities in a fast-paced environment.

Preferred Skills:

• ITIL Certification
• Experience with ServiceNow or similar ITSM platforms
• Knowledge of cybersecurity principles and incident management
• Experience in managing teams across multiple time zones

Benefits:

• Competitive salary and benefits package
• Opportunities for career growth and development
• Collaborative and dynamic work environment
• Health and wellness programs