Interim Service Desk Manager

Job Summary

Overseeing the Service Desk team, the Interim Service Desk Manager will manage metrics, reporting, and ITSM process standardization in a hybrid contract role lasting 3-6 months with potential for extension.

Key responsibilities:

• Establish and standardize Service Desk metrics and reporting, identifying trends and improvement opportunities
• Lead the Service Desk team, aligning operations with process goals and acting as an escalation point for complex issues
• Standardize incident lifecycle workflows and improve ticket routing and assignment processes

Required qualifications:

• 7+ years of IT Service Desk or IT Operations experience
• 2+ years in Service Desk management or ITSM leadership
• Strong experience with ITSM tools, preferably Freshservice