Service Desk Manager

If you re passionate about service excellence and skilled in managing contact center teams, we want to hear from you!

Contract to Hire-Must be able to convert to W2

Full Time- Mon-Fri

Hybrid/Remote

Great Benefits + Bonus for Perm!

$65/hr

ServiceNow, Major Incident Management, manage team, escalations

We are seeking a highly motivated and experienced IT ServiceDesk Manager to oversee and optimize our Contact Center Operations. The Service Delivery Manager will be accountable for break/fix escalations, problem management, organization of technical resolutions, and the measuring and reporting of operational performance. The SDM maintains Vendor Management Organization, Business, and all Service Delivery Organizations and serves as an extension to core IT project teams in support of transformation efforts and other IT projects.

Qualifications

• Bachelor's degree in IT, Business Management, or related field (Master's degree preferred).
• Proven experience (7+ years) in managing IT service desk and contact center operations.
• Strong expertise in ServiceNow reporting and analytics.
• Exceptional customer service and interpersonal skills.
• Demonstrated ability to lead, motivate, and mentor a team.
• Analytical mindset with a focus on data-driven decision-making.
• Strong project management skills.
• ITIL or related certifications are a plus.
• Excellent communication, presentation, and negotiation skills.
• Must have an experience on ITIL processes and procedures (Incident, Problem, Request management, knowledge management, Major incident & Event management processes.)
• An attitude to quickly adapt and adopt to organizational changes and support any scope changes