Description Our client is seeking an experienced IT Service Desk Manager to lead and elevate its IT support organization across multiple North American locations. This is a hands-on leadership opportunity for someone who enjoys building structure, improving processes, developing teams, and delivering exceptional customer service in a fast-paced, 24/7 operational environment.
The ideal candidate has experience implementing IT service management best practices, leading technical support teams, and driving continuous improvement through metrics, documentation, and operational excellence.
Key Responsibilities
- Lead and mentor the IT Service Desk team, establishing accountability, performance expectations, and a customer-first culture.
- Manage daily service desk operations, staffing, scheduling, escalations, and support coverage for a 24/7 environment.
- Implement and optimize ITSM processes, including incident, request, problem, and change management.
- Administer and improve the organization's IT ticketing platform, workflows, SLAs, and reporting.
- Develop and maintain knowledge base articles, SOPs, and technical documentation.
- Track service desk KPIs and use reporting to identify trends and drive operational improvements.
- Partner with IT and business stakeholders to resolve issues and improve the overall end-user experience.
- Support multiple U.S. and Canadian locations with occasional travel as needed.
Qualifications
- 5+ years of IT Service Desk or Help Desk leadership experience.
- Experience implementing or improving ITSM processes and ticketing platforms.
- Proven success leading technical support teams and developing staff.
- Strong organizational, communication, and customer service skills.
- Working knowledge of Microsoft technologies, Active Directory, Microsoft 365, endpoint management, and networking fundamentals.
- ITIL certification or equivalent experience is a plus.
- Experience supporting manufacturing, logistics, distribution, or other 24/7 environments is preferred.
Why This Opportunity?
This is an opportunity to make a meaningful impact by shaping the future of IT service delivery within a growing organization. You'll have the autonomy to improve processes, develop a high-performing team, and build a service desk that delivers outstanding support across multiple locations.
Requirements Qualifications
- 5+ years of IT Service Desk or Help Desk leadership experience.
- Experience implementing or improving ITSM processes and ticketing platforms.
- Proven success leading technical support teams and developing staff.
- Strong organizational, communication, and customer service skills.
- Working knowledge of Microsoft technologies, Active Directory, Microsoft 365, endpoint management, and networking fundamentals.
- ITIL certification or equivalent experience is a plus.
- Experience supporting manufacturing, logistics, distribution, or other 24/7 environments is preferred.
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