Service Desk Director

Job Summary

Managing the Service Desk team, the full-time Director, Service Desk Manager I will oversee daily operations, develop long-term strategies, and ensure high-quality technical support for Teach For America staff and external customers in a remote setting.

Key responsibilities

• Lead daily operations of the Service Desk, ensuring agents deliver quality service and follow established processes
• Manage personnel by hiring, training, and conducting performance reviews for Service Desk agents
• Develop and implement strategic plans for improving support experiences and identifying process improvement opportunities

Required qualifications

• At least 4 years of experience in an IT technical support environment, including 1 to 3 years in IT Help Desk management
• Technical support experience with common technologies, such as Windows and Mac laptops and Microsoft products
• Experience using service management tools to track work and generate metrics
• Understanding of ITIL incident and request management principles
• Holistic knowledge of technology products, services, and trends