Service Desk Manager
IDR, Inc.
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Job Details
Skills
- Service Desk
- ITSM
- ITIL
Summary
Contract to Perm opening for a Service Desk Manager to lead daily IT support operations, manage a team of service desk professionals, and ensure high-quality technical support across a large organization. This role oversees Tier 1 support, third-party call center operations, ITSM processes, and service delivery performance while driving continuous improvement and customer satisfaction.
Key Responsibilities
Lead daily IT Service Desk operations across phone, walk-in, and online support channels.
Manage, coach, and develop service desk technicians and support staff.
Oversee third-party call center vendors, service-level agreements (SLAs), and performance metrics.
Monitor KPIs, ticket resolution times, and customer satisfaction to improve service delivery.
Manage ITSM platforms, ticketing workflows, reporting, and self-service resources.
Resolve escalated support issues and collaborate with Tier 2/3 technical teams.
Develop training programs, onboarding procedures, and support documentation.
Identify opportunities to streamline processes and improve operational efficiency.
Required Qualifications
Bachelor's degree in a related field or equivalent professional experience.
3+ years of experience in IT support, service desk management, or a related leadership role.
Strong understanding of IT Service Management (ITSM) principles and ITIL best practices.
ITIL certification or hands-on experience implementing ITIL-based processes.
Proven experience supervising, mentoring, and developing technical support teams.
Experience managing service desk performance, ticketing systems, SLAs, and escalations.
Strong communication, problem-solving, and customer service skills.
Preferred Qualifications
Experience supporting IT operations in higher education or a university environment.
Experience managing student workers or part-time technical support staff.
Familiarity with TeamDynamix, ServiceNow, or similar ITSM platforms.
Experience overseeing outsourced service desk or call center vendors.
- Dice Id: 10333893
- Position Id: 9124238
- Posted 2 hours ago
Company Info
We've been providing companies with high-quality IT talent since 1998. Founded and headquartered in Atlanta, GA, IDR has grown organically and now also serves the Nashville, Dallas, and Denver markets. Supporting our Clients, helping our candidates grow personally and professionally, and providing our employees with a fun and collaborative culture where their success is celebrated are all key objectives of IDR.
