Service Desk Manager

Description

We are looking for an experienced Service Desk Manager to oversee the daily operations of our IT support team in Irmo, South Carolina. This role is ideal for a proactive leader who can ensure excellent service delivery, implement best practices, and drive the achievement of performance metrics. You will play a key role in enhancing the efficiency and effectiveness of our service desk functions.

Responsibilities:
Lead and manage the service desk team to ensure timely resolution of support tickets and adherence to service level agreements.
Monitor and report on key performance indicators (KPIs) to evaluate the team's performance and identify areas for improvement.
Oversee the implementation and management of IT service management (ITSM) tools and processes.
Coordinate deskside support services to address technical issues effectively and maintain high customer satisfaction.
Manage the service desk's operations within a high-volume call center environment, ensuring consistency and reliability.
Develop and enforce policies and procedures to standardize service desk operations.
Collaborate with other departments to improve workflows and optimize support services.
Provide training and guidance to team members to enhance their technical skills and customer service capabilities.
Ensure compliance with organizational standards and regulatory requirements related to IT services.
Address escalations and complex technical issues, ensuring prompt and satisfactory resolution.

Requirements

Minimum of 5 years of experience in service desk or help desk management roles.
Strong proficiency in IT service management (ITSM) tools and practices.
Experience working in a high-volume call center environment.
Proven ability to monitor and report on KPIs to drive performance improvements.
Familiarity with SaaS applications and Active Directory.
Excellent leadership and team management skills.
Strong problem-solving abilities and customer service orientation.
Effective communication skills, both written and verbal.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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