Overview
On Site
$64 - $70 hourly
Contract - W2
Contract - Temp
Skills
Change Request Management
Customer Satisfaction
Management
Team Leadership
Mentorship
Technical Support
Workflow
Documentation
Knowledge Base
Regulatory Compliance
IT Security
Policies and Procedures
ITIL
ServiceNow
IT Management
Data Governance
Service Desk
Computer Hardware
Active Directory
Microsoft Azure
Microsoft Office
Communication
Fluency
English
Artificial Intelligence
Messaging
Job Details
RESPONSIBILITIES:
Kforce has a client in Charlotte, NC that is seeking a ServiceDesk Manager.
Responsibilities:
* Oversee daily operations to ensure timely resolution of incidents and requests
* Implement ITIL best practices for incident, problem, and request management
* Monitor service desk metrics (response times, resolution rates, customer satisfaction)
* Manage escalated support issues requiring on-site presence, including complex troubleshooting, patching, and hardware/software re-installations
* Promote a customer-first mindset across the team
* Lead, mentor, and develop the service desk team to deliver high-quality support and advance team objectives
* Partner with IT Support vendors, and outsourced partners to ensure service excellence
* Identify, develop, and communicate new technology standards and best practices
* Identify opportunities to streamline workflows and enhance efficiency
* Drive automation and self-service initiatives
* Maintain documentation of procedures, FAQs, and knowledge base articles
* Ensure compliance with IT security standards, policies, and procedures
REQUIREMENTS:
* Bachelor's degree and 5-10 years of related experience, or equivalent combination
* Must have ITIL Foundations Certification
* Strong working ServiceNow experience
* Proven experience in technical management, data governance, and service desk operations
* Strong knowledge of current IT hardware, systems software, and trends
* Mastery with MS Products such as M365, Active Directory, Azure, MS Office Suite, is required
* Demonstrated ability to analyze situations, evaluate alternatives, and implement robust solutions
* Strong written and verbal communication skills, with fluency in English
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.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client in Charlotte, NC that is seeking a ServiceDesk Manager.
Responsibilities:
* Oversee daily operations to ensure timely resolution of incidents and requests
* Implement ITIL best practices for incident, problem, and request management
* Monitor service desk metrics (response times, resolution rates, customer satisfaction)
* Manage escalated support issues requiring on-site presence, including complex troubleshooting, patching, and hardware/software re-installations
* Promote a customer-first mindset across the team
* Lead, mentor, and develop the service desk team to deliver high-quality support and advance team objectives
* Partner with IT Support vendors, and outsourced partners to ensure service excellence
* Identify, develop, and communicate new technology standards and best practices
* Identify opportunities to streamline workflows and enhance efficiency
* Drive automation and self-service initiatives
* Maintain documentation of procedures, FAQs, and knowledge base articles
* Ensure compliance with IT security standards, policies, and procedures
REQUIREMENTS:
* Bachelor's degree and 5-10 years of related experience, or equivalent combination
* Must have ITIL Foundations Certification
* Strong working ServiceNow experience
* Proven experience in technical management, data governance, and service desk operations
* Strong knowledge of current IT hardware, systems software, and trends
* Mastery with MS Products such as M365, Active Directory, Azure, MS Office Suite, is required
* Demonstrated ability to analyze situations, evaluate alternatives, and implement robust solutions
* Strong written and verbal communication skills, with fluency in English
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.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.