Service Desk Manager

We are hiring for Service Desk Manager to support our client

Company Name: - JTSi (Johnson Technology Systems, Inc.)
Title: Service Desk Manager
Position Location: Remote
Citizenship: US Person

JTSi is seeking a Service Desk Manager to provide daily supervision and direction to staff who are responsible for 24/7 service desk activities related to SAP Managed Cloud Operations in the areas of SAP software solutions, OS & database management, monitoring solutions, ansible automation, and documentation management. The Service Desk Manager oversees IT support staff and processes to ensure efficient incident and service request resolution, meeting service level agreements (SLAs). Key responsibilities include managing the service desk team, maintaining knowledge bases, analyzing service trends to improve operations, monitoring customer satisfaction, and ensuring adherence to ITIL best practices. Strong leadership, strong analytical, and communication skills are essential for this role.

Responsibilities:

• Oversees the IT service desk team
• Overseeing the handling of incidents, service requests, and problems, ensuring timely and effective resolution
• Developing and implementing strategies to enhance service desk operations, including process improvements, automation, and knowledge base development
• Communicating with users, stakeholders, and other IT teams to ensure alignment and effective support delivery
• Ensuring a positive customer experience by addressing feedback and implementing improvements based on user input

Education:

Associates degree or equivalent

Experience:

• At least 5 years' experience managing an IT service desk.
• Strong demonstrated leadership abilities.
• Experience researching and developing employee training and performance improvement plans.
• Strong working knowledge of IT operations with SAP experience being a plus
• Strong knowledge of Linux and Windows Server with Ansible experience being a plus.
• Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow).
• Excellent proven written and verbal communication skills.
• Strong problem solving and research skills.
• Information Technology Infrastructure Library (ITIL) v3 or v4 Foundations certification.

If you are available, interested, planning to make a change, or know of a friend who might have the required qualifications and interest, please call me ASAP on / If you do respond via e-mail ( ) please include a daytime phone number so I can reach you. In considering candidates, time is of the essence, so please respond ASAP with your updated resume.

Established in 2003, JTSi is a Professional IT & Engineering Services provider with years of documented experience in the Information Technology and Engineering services field. JTSi has a proven track record for successfully delivering mission critical Professional services to the Government and the industry. JTSi SAP team delivers solutions to its clients by clearly understanding their core business problems. We deliver quality services at equitable rates and focus on constant improvement in all areas of our operation, austerely complying to the customer s desire. We view our-selves more as a business partner than a mere provider of consulting services. At JTSi customer is always first and partnering is our means to customer satisfaction. We do what we say!