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IT Service Desk Manager

TriCom Technical Services

Minneapolis, Minnesota • 2d ago

Easy Apply

Contract

Depends on Experience

IT Service Desk Technician

Werner Consulting Group

Remote • Yesterday

Easy Apply

Contract

$20 - $22

Healthcare IT Service Desk / IT Contact Center Support

Ab Ovo Inc

Remote • 16d ago

Easy Apply

Contract

Depends on Experience

Level-II IT Support Specialist

TriCom Technical Services

Eden Prairie, Minnesota • 19d ago

Easy Apply

Contract

Depends on Experience

Manager, IT Service Delivery & Enterprise Applications- Remote (Anywhere in the U.S.)

GuidePoint Security

Remote • Yesterday

Full-time

Sr Director Analyst - IT Service Management

Gartner

Remote or Texas • Today

Full-time

USD 172,000.00 per year

Data Analyst, IT Service Center

Cardinal Health

Remote or Ohio • Today

Full-time

USD 80,900.00 - 115,500.00 per year

Sr. Tech Solution IT Analyst

MAG Aerospace

Remote • Today

Full-time

USD 70,000.00 - 130,000.00 per year

IT Manager (Operations)

BCforward

Minnetonka, Minnesota • Today

Easy Apply

Full-time, Contract

$65.00 - $70 per hour

IT Functional Architect - CE Field Service

Toyota Material Handling North America

Remote • Today

Easy Apply

Full-time

USD 94,020.00 - 120,540.00 per year

IT Support Analyst

Acrisure

Remote or Oklahoma City, Oklahoma • Today

Full-time

IT Healthcare Analyst / Project Manager

Randstad Digital

Remote or Lebanon, Tennessee • Today

Contract

USD27 - USD29

IT Security Analyst II

VC3, Inc

Remote • Today

Full-time

Overnight IT Support Analyst II

Radiology Partners

Remote • Today

Full-time

USD 62,400.00 - 75,000.00 per year

IT Support Analyst II

Radiology Partners

Remote • Today

Full-time

USD 62,400.00 - 75,000.00 per year

IT Analyst – Application Operations & Production Support

DCM Infotech Limited

Remote • 18d ago

Easy Apply

Contract

Depends on Experience

IT GRC Analyst

Medasource

Remote • Today

Contract

$55.00 - $80.00

Senior IT Security Analyst

TridentCare

Remote • Today

Full-time

Senior IT Project Manager/Systems Analyst - Child Support Systems - REMOTE (WI Resident/MUST Relocate to WI)

Chandra Technologies, Inc.

Remote or Hybrid in Madison, Wisconsin • 4d ago

Easy Apply

Contract, Third Party

Depends on Experience

Senior IT Security Analyst

Digitech Services

Remote • 2d ago

Easy Apply

Third Party, Contract

Depends on Experience

IT Security Analyst

GDK Services

Remote • 2d ago

Easy Apply

Contract

$65 - $68

RA-26-002A - IT System Analyst - Report Automation & Data Integration

Next Phase Solutions and Services, Inc.

Remote or Columbia, Maryland • 11d ago

Full-time

Compensation information provided in the description

Help Desk/Desktop Support Analyst

Robert Half

Bloomington, Minnesota • Today

Easy Apply

Contract

USD 23.75 - 26.00 per hour

IT Customer Support Temp

Washington State Department of Transportation

Remote or Olympia, Washington • Today

Full-time

USD 25.00 - 27.00 per hour

Junior Business Analyst / Agile Analyst {New-to-IT Candidates}

Kani Solutions

Remote • 2d ago

Easy Apply

Contract

$100,000 - $120,000

IT Security Analyst

Goldenpick Technologies LLC

Remote • 2d ago

Easy Apply

Third Party, Contract

$50 - $55

Cybersecurity Analyst - IT Contingency Management

Xcelerate Solutions

Remote • 10d ago

Full-time

Senior IT Applications Analyst - 100% remote (Dallas, TX)

Diversified Technology, Inc.

Remote • 5d ago

Easy Apply

Contract

20 - 25

IT Business Support Analyst Data Migration & Platform Consolidation | Remote (W-2 Only)

Prudent Technologies and Consulting

Remote • Today

Easy Apply

Contract

Depends on Experience

Change Manager, Information Technology, Global

Vantage Data Centers

Remote • Today

Full-time

USD 130,000.00 - 170,000.00 per year

TriCom Technical Services

Job Details

Skills

Accountability
Customer Relationship Management (CRM)
Documentation
Help Desk
Computer Networking
Continuous Improvement
Customer Service
Communication
CompTIA
Computer Hardware
Delegation
Microsoft Windows
People Management
Reporting
Scripting
Knowledge Sharing
Management
Microsoft Office
OS X
IT Service Management
Incident Management
Knowledge Base
Leadership
Higher Education
IT Asset Management
IT Management
ITIL
User Experience
Virtual Private Network
Workflow
Coaching
Service Desk
Service Level
ServiceNow
Software Installation
Supervision
Technical Support
Training
VoIP
Help desk management
HD

Accountability
Customer Relationship Management (CRM)
Documentation
Help Desk
Computer Networking
Continuous Improvement
Customer Service
Communication
CompTIA
Computer Hardware
Delegation
Microsoft Windows
People Management
Reporting
Scripting
Knowledge Sharing
Management
Microsoft Office
OS X
IT Service Management
Incident Management
Knowledge Base
Leadership
Higher Education
IT Asset Management
IT Management
ITIL
User Experience
Virtual Private Network
Workflow
Coaching
Service Desk
Service Level
ServiceNow
Software Installation
Supervision
Technical Support
Training
VoIP
Help desk management
HD

Summary

IT Service Desk Manager

Quick Summary

Our client is seeking an experienced IT Service Desk Manager to lead day-to-day Service Desk operations and a team of approximately six technicians and student workers. This is a hands-on leadership role for someone who can effectively manage people, ticket workflows, escalations, and customer relationships while keeping support operations running smoothly. The ideal candidate will be visible and approachable, comfortable handling difficult customer situations, and capable of operating independently with minimal oversight.

Daily Tasks & Key Responsibilities

Lead the daily operations of the IT Service Desk, including Level I and Level II support technicians and student workers.
Provide coaching, training, one-on-ones, performance feedback, and day-to-day direction to support staff.
Monitor incoming incidents and service requests, establish priorities, delegate work, and ensure tickets are resolved within service-level expectations.
Serve as the primary escalation point for complex technical issues and difficult or high-priority customer situations.
Maintain a strong customer-service presence and support students, faculty, staff, and other users in a professional and approachable manner.
Manage and improve ServiceNow workflows, ticket documentation, knowledgebase content, asset records, and service desk reporting.
Monitor Service Desk metrics and identify opportunities to improve response times, ticket resolution, processes, and the overall user experience.
Provide hands-on technical support when needed across Microsoft 365, Windows, macOS, hardware, software, VPN, VoIP, networking, and other end-user technologies.
Oversee computer setup, configuration, software installation, deployment, and lifecycle activities.
Escalate security-related concerns according to established security and incident-response procedures.
Develop and maintain technical procedures, troubleshooting documentation, and support standards.
Communicate priorities, issues, trends, and service performance to IT leadership.
Work with other technical teams to escalate and coordinate issues requiring engineering or specialized support.
Maintain daily Service Desk operations independently and ensure the team remains productive and supported.
Promote continuous improvement, accountability, knowledge sharing, and a positive customer-service culture.

Required Qualifications

Experience supervising, managing, or serving in a leadership capacity within an IT Service Desk or Help Desk environment.
Experience leading technicians through daily ticket queues, triage, prioritization, delegation, and escalations.
Strong experience coaching employees, conducting one-on-ones, providing feedback, and developing technical support staff.
Strong customer-service and interpersonal skills with the ability to work effectively with frustrated or demanding users.
Experience with ServiceNow or a comparable ITSM/ticketing platform.
Strong technical troubleshooting experience involving desktop hardware, software, and end-user technologies.
Knowledge of Microsoft 365, Windows, macOS, VPN, VoIP, and general networking concepts.
Ability to monitor SLAs, ticket metrics, workloads, and Service Desk performance.
Strong written and verbal communication skills.
Ability to work independently, make decisions, and maintain Service Desk operations with limited management oversight.
Ability to work full-time onsite in Minneapolis.

Preferred Qualifications

ITIL certification or working knowledge of ITIL/IT service management practices.
CompTIA A+ or similar technical certification.
ServiceNow administration, configuration, reporting, or workflow experience.
Experience with IT asset management and knowledgebase administration.
Experience using reporting and metrics to improve Service Desk performance.
Experience supporting users within a college, university, or other higher-education environment.
Basic scripting or automation experience.

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.

Dice Id: tricom
Position Id: 11654
Posted 2 days ago

Company Info

About TriCom Technical Services

TriCom Technical Services is a professional Information Technology Staffing and Recruiting firm providing staff augmentation, direct placement and outsourcing services to improve the organizational performance of our clients.

Since our founding in 1994, we have helped our clients improve the speed, efficiency and quality of their core business processes by delivering key contributors to their teams. TriCom is headquartered in suburban Kansas City (Leawood, KS) and has serviced over 250 Corporate Clients in 25 different states, providing more than 2,000 information technology professionals in contract, contract-to-hire, and direct placement opportunities.

TriCom provides 100% paid high quality medical and dental insurance at no-cost to our employees. We offer a safe-harbor 401K plan, which is 100% vested from day one. TriCom matches 100% of the first 3% you contribute and 50% of the next 2%. We also offer paid holidays and paid time off.

Fitment

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Contact the job poster

Ryan Osborn

Recruiter @ TriCom Technical Services

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Similar Jobs

Level-II IT Support Specialist

Eden Prairie, Minnesota

•

19d ago

Infrastructure Support Technician Quick Summary TriCom is seeking an Infrastructure Support Technician to provide Level II end-user and infrastructure support in a mixed Windows and Mac enterprise environment. This role is ideal for someone who has progressed beyond traditional Help Desk work and can independently troubleshoot more complex hardware, software, endpoint, and user issues while delivering a high-touch customer service experience. The technician will support both onsite and remote us

Easy Apply

Contract

Depends on Experience

TriCom Technical Services

Job Details

Skills

Accountability
Customer Relationship Management (CRM)
Documentation
Help Desk
Computer Networking
Continuous Improvement
Customer Service
Communication
CompTIA
Computer Hardware
Delegation
Microsoft Windows
People Management
Reporting
Scripting
Knowledge Sharing
Management
Microsoft Office
OS X
IT Service Management
Incident Management
Knowledge Base
Leadership
Higher Education
IT Asset Management
IT Management
ITIL
User Experience
Virtual Private Network
Workflow
Coaching
Service Desk
Service Level
ServiceNow
Software Installation
Supervision
Technical Support
Training
VoIP
Help desk management
HD

Accountability
Customer Relationship Management (CRM)
Documentation
Help Desk
Computer Networking
Continuous Improvement
Customer Service
Communication
CompTIA
Computer Hardware
Delegation
Microsoft Windows
People Management
Reporting
Scripting
Knowledge Sharing
Management
Microsoft Office
OS X
IT Service Management
Incident Management
Knowledge Base
Leadership
Higher Education
IT Asset Management
IT Management
ITIL
User Experience
Virtual Private Network
Workflow
Coaching
Service Desk
Service Level
ServiceNow
Software Installation
Supervision
Technical Support
Training
VoIP
Help desk management
HD

Summary

IT Service Desk Manager

Quick Summary

Daily Tasks & Key Responsibilities

Lead the daily operations of the IT Service Desk, including Level I and Level II support technicians and student workers.
Provide coaching, training, one-on-ones, performance feedback, and day-to-day direction to support staff.
Monitor incoming incidents and service requests, establish priorities, delegate work, and ensure tickets are resolved within service-level expectations.
Serve as the primary escalation point for complex technical issues and difficult or high-priority customer situations.
Maintain a strong customer-service presence and support students, faculty, staff, and other users in a professional and approachable manner.
Manage and improve ServiceNow workflows, ticket documentation, knowledgebase content, asset records, and service desk reporting.
Monitor Service Desk metrics and identify opportunities to improve response times, ticket resolution, processes, and the overall user experience.
Provide hands-on technical support when needed across Microsoft 365, Windows, macOS, hardware, software, VPN, VoIP, networking, and other end-user technologies.
Oversee computer setup, configuration, software installation, deployment, and lifecycle activities.
Escalate security-related concerns according to established security and incident-response procedures.
Develop and maintain technical procedures, troubleshooting documentation, and support standards.
Communicate priorities, issues, trends, and service performance to IT leadership.
Work with other technical teams to escalate and coordinate issues requiring engineering or specialized support.
Maintain daily Service Desk operations independently and ensure the team remains productive and supported.
Promote continuous improvement, accountability, knowledge sharing, and a positive customer-service culture.

Required Qualifications

Experience supervising, managing, or serving in a leadership capacity within an IT Service Desk or Help Desk environment.
Experience leading technicians through daily ticket queues, triage, prioritization, delegation, and escalations.
Strong experience coaching employees, conducting one-on-ones, providing feedback, and developing technical support staff.
Strong customer-service and interpersonal skills with the ability to work effectively with frustrated or demanding users.
Experience with ServiceNow or a comparable ITSM/ticketing platform.
Strong technical troubleshooting experience involving desktop hardware, software, and end-user technologies.
Knowledge of Microsoft 365, Windows, macOS, VPN, VoIP, and general networking concepts.
Ability to monitor SLAs, ticket metrics, workloads, and Service Desk performance.
Strong written and verbal communication skills.
Ability to work independently, make decisions, and maintain Service Desk operations with limited management oversight.
Ability to work full-time onsite in Minneapolis.

Preferred Qualifications

ITIL certification or working knowledge of ITIL/IT service management practices.
CompTIA A+ or similar technical certification.
ServiceNow administration, configuration, reporting, or workflow experience.
Experience with IT asset management and knowledgebase administration.
Experience using reporting and metrics to improve Service Desk performance.
Experience supporting users within a college, university, or other higher-education environment.
Basic scripting or automation experience.

Dice Id: tricom
Position Id: 11654
Posted 2 days ago