Arizona IT Service Desk Manager

Job Summary

A company is looking for a Manager, IT Service Desk to lead the planning and daily operations of their Service Desk team.

Key Responsibilities

• Lead, manage, and develop a high-performing Service Desk team to ensure consistent, high-quality customer service
• Establish ITIL-aligned processes and best practices for operational consistency and service excellence
• Identify operational risks and implement corrective actions while managing budgets and collaborating with IT for effective service delivery

Required Qualifications

• Experience with Automatic Call Distribution, Quality Management, Workforce Management, and Reporting
• Proficiency in creating and developing dashboards and reports for Service Desks
• Ability to hire, train, and evaluate Service Desk staff
• Experience in incident management and escalation for complex issues
• Knowledge of change and problem management activities