IT Service Desk Manager

Job Summary

A company is looking for an IT Service Desk Manager in the USA.

Key Responsibilities:

• Overseeing the operations of IT service desk functions, including incident and request resolution, root cause analysis, and effective communication during major incidents
• Strategically aligning operational processes with Judiciary IT service groupings and coordinating the delivery of unique and commodity IT services
• Ensuring adherence to standard operating procedures (SOPs) for incident management, request fulfillment, problem management, knowledge management, and communications

Required Qualifications:

• 3+ years of IT Service Desk experience, including experience leading a help desk team
• Bachelor's degree required
• 3 years' experience with Red Hat Enterprise Linux (RHEL) 7 or higher preferred
• US Courts experience preferred
• ITILv4, ServiceNow, and/or RHEL 7+ training and/or certification(s) desired