Service Desk Manager

RESPONSIBILITIES:
Kforce has a client in Miami, FL that is seeking a Service Desk Manager responsible for the day-to-day leadership of the IT Service Desk team, ensuring the consistent delivery of high-quality technical support across the organization. This role oversees daily operations and applies industry-standard KPIs, AI-driven automation, and quality assurance programs to keep the team running efficiently. The Service Desk Manager builds and develops a high-performing team and ensures service desk operations meet service standards and expectations.

Responsibilities:
* Lead, manage, and develop a large, high-performance IT Service Desk team, including setting and enforcing performance management standards
* Establish, monitor, and continuously improve industry-standard KPIs including First Call Resolution (FCR), Average Speed of Answer (ASA), call handle time, and abandoned rate
* Leverage AI tools to automate service desk tasks and improve operational efficiency
* Manage a high-volume Service Desk environment, ensuring timely and effective resolution of IT issues
* Maintain and execute performance management standards in compliance with company standards
* Execute controls and compliance requirements in alignment with company and regulatory standards
* Implement and maintain security and social engineering protocols to protect the organization
* Develop, implement, and maintain quality assurance standards across the service desk
* Deploy and enhance self-service capabilities to reduce ticket volume and improve user experience
* Drive knowledge management practices including documentation creation and maintenance
* Lead the operational cadence: daily management reports, ABD follow-ups, attendance reporting, and recurring ticket hygiene
* Produce and maintain ServiceNow dashboards and reporting to track team performance and service delivery

REQUIREMENTS:
* Bachelor's degree or equivalent; ITIL certifications preferred
* 5+ years of relevant IT support/service desk experience
* Proven track record establishing and maintaining a service desk for large Fortune 500 companies
* Documented experience leading large, high-performance teams with performance management standards
* Proven track record with industry-standard KPIs including FCR, ASA, call handle time, and abandoned rate
* Experience leveraging AI to automate service desk tasks
* Proven track record managing teams in a high-volume Service Desk environment
* Ability to execute controls and compliance requirements
* Familiarity with security and social engineering protocols
* Proven track record implementing and maintaining quality assurance standards
* Experience deploying and enhancing self-service capabilities
* Documented history of knowledge management and creation
* Mastery of ServiceNow reporting tools or dashboards
* Demonstrated ability to execute the lead operational cadence

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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