Enterprise Service Desk Manager
Job Summary
Leading a dedicated team of support specialists, the full-time salaried Enterprise Service Desk Manager will drive team development, optimize service delivery, and ensure exceptional customer experiences in a remote environment.
Key responsibilities
- Manage the employee lifecycle, including hiring, training, and performance evaluations for team members
- Produce operational reports and conduct service reviews on SLA/SLO performance and trends
- Implement training programs and monitor KPIs to enhance service quality and customer satisfaction
Required qualifications
- 5 years of supervisory/managerial experience in an MSP environment
- ServiceNow ITSM platform experience
- ITIL Certification
- A bachelor's degree or equivalent in Computer Science, Information Systems, or a related field
- Experience in incident, request, problem, change, and major incident management
Complete Job Description
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