Senior Manager of Service Desk
Job Summary
Leading a high-volume technical support team, the full-time Senior Manager of Service Desk will provide strategic and operational leadership remotely, focusing on service delivery, performance management, and process improvement while serving as a senior escalation point.
Key Responsibilities
- Manage daily and strategic operations of the Service Desk, including staffing, scheduling, and service delivery
- Coach and develop remote team leads and technicians, setting clear expectations and accountability
- Oversee performance against service-level expectations and quality standards, ensuring a positive client experience
Required Qualifications
- Bachelor's degree in computer science, information technology, or a related field, or equivalent experience
- At least 7 years of experience in service desk or technical support, with leadership responsibilities
- Proven experience in managing remote teams and improving performance in a client-facing environment
- Strong knowledge of ticket lifecycle management, service metrics, and process improvement
- Ability to analyze operational data and translate findings into actionable recommendations
Complete Job Description
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