Service Desk Manager - ()

Overview

On Site
Full Time
Contract - W2
Contract - to extend)
100% Travel

Skills

SERVICE DESK
ServiceNow

Job Details

About this Position:

Job Title: Service Desk Manager

Responsibilities:

  • Oversee and manage a team of IT Support technicians, including training, coaching, and performance monitoring.

  • Provides leadership and direction to IT Support team, fostering a collaborative and high- performance work environment.

  • Ensures that IT Support tickets adhere to high quality standards, meet ticketing SLAs, and meet the expectations of customers.

  • Ensures that IT Support staff provide timely and effective support to end-users, resolving technical issues and fulfilling service requests in a professional and customer-focused manner.

  • Coordinate the response to and resolution of IT incidents, ensuring that service desk staff follow established protocols and procedures to minimize downtime and impact on users.

  • Analyze recurring issues and trends to identify underlying problems and implement corrective actions to prevent future incidents.

  • Monitor service level agreements (SLAs) for IT support services, ensuring that performance meets or exceeds agreed-upon targets.

  • Manage the escalation of complex or high-priority issues to appropriate technical teams or management, ensuring timely resolution and communication to affected stakeholders.

Qualifications:

  • 8+ years of relevant, applicable professional experience.

  • Experience as Service Desk Team leadership.

  • Experience with managing customer expectations and delivering the highest quality customer service.

  • ServiceNow expertise for queue management and ticket fulfillment.

  • Bachelor's degree from an accredited college or university.

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