Help Desk Manager
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Job Summary
Leading the Service Desk team, the remote Help Desk Manager will oversee daily operations, manage ServiceNow for incident tracking, and ensure high-quality technical support while maintaining service levels and security policies.
Key responsibilities
- Supervise and develop the Service Desk team, providing coaching and performance feedback
- Oversee daily operations, including staffing, workload distribution, and ticket management
- Monitor Service Desk SLAs and KPIs, ensuring timely resolution of incidents and service requests
Required qualifications
- Minimum of 5 years of hands-on ServiceNow experience in a Service Desk or IT support environment
- Demonstrated experience leading a Help Desk or IT support team
- Experience supporting a Microsoft 365 enterprise environment
- Strong understanding of IT Service Management and incident management processes
- Excellent customer service and conflict-resolution skills
Complete Job Description
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