IT Service Desk Manager

Job Summary

Leading a team of technical support professionals, the full-time salaried IT Service Desk Manager will oversee daily operations, manage escalated issues, and drive continuous improvement initiatives to enhance service delivery and customer satisfaction in a remote environment.

Key responsibilities

• Manage team performance, establish operational metrics, and conduct performance evaluations to support employee development
• Direct day-to-day Service Desk operations, ensuring compliance with service level agreements and effective support for end-user technology services
• Analyze service performance trends and implement corrective actions to improve service quality and responsiveness

Required qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent experience may be considered
• Seven or more years of progressive IT support experience, with at least three years in a supervisory or management role
• Experience managing Service Desk operations and ticketing systems, along with desktop deployment and endpoint management
• Familiarity with Microsoft Windows administration and Microsoft 365 technologies preferred
• ITIL Foundation certification and relevant industry certifications are preferred