Service Desk Manager

Overview

On Site
$1000000
Full Time

Job Details

Vaco is seeking a hands-on Service Desk Manager to lead and support our clients IT Helpdesk team.

Enjoy a flexible schedule with one remote day each week!

 

The Service Desk Manager will manage a small team helpdesk professionals while also working directly on day-to-day technical issues.

The ideal candidate will bring a balance of leadership, technical expertise, and customer service focus to ensure the team delivers high-quality support.

 

Key Responsibilities:

  • Lead, mentor, and supervise a helpdesk team
  • Provide hands-on technical support for escalated issues, including Office 365, Active Directory, VPN, and other core systems.
  • Establish, monitor, and enforce service level agreements (SLAs) to ensure timely and effective issue resolution.
  • Define and track helpdesk metrics and performance reports, using data to improve efficiency and service delivery.
  • Oversee ticket management processes, ensuring prioritization and escalation are handled appropriately.
  • Collaborate with other IT staff and business units to resolve complex technical issues and improve system reliability.
  • Develop and maintain documentation, processes, and best practices for helpdesk operations.
  • Identify opportunities for process improvements and implement solutions to enhance end-user satisfaction.

Qualifications:

  • 5+ years of IT helpdesk or technical support experience, with at least 2-3+ years in a supervisory or lead role.
  • Strong technical knowledge of Office 365 administration, Active Directory, and VPN connectivity.
  • ServiceNow experience is strongly preferred
  • Proven experience setting and managing SLAs and helpdesk metrics.
  • Excellent troubleshooting, problem-solving, and communication skills.
  • Ability to work hands-on in a fast-paced environment while guiding and developing team members.
  • Customer-focused mindset with a commitment to delivering high-quality IT support.

 

Preferred Qualifications:

  • Experience working in a small-to-mid-size organization.
  • Familiarity with ITIL best practices.
  • Background in additional infrastructure or application support areas.

Desired Skills and Experience

Helpdesk, Service Desk, Help Desk, Management, leadership, ITIL, SLA's, Office 365 administration, Active Directory, VPN, ticketing, tickets, ticketing system, customer service, mentorship, technical support, ServiceNow

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