Service Desk Manager

Job Summary

To support client operations, the full-time remote Service Desk Manager will lead a service desk team, enhance service delivery, and ensure compliance with performance metrics while fostering a high-quality support experience in a complex IT environment.

Key responsibilities

• Lead and manage the service desk team to deliver high-quality support services
• Monitor service desk performance and implement improvements for customer experience
• Develop and maintain service desk policies, procedures, and documentation

Required qualifications

• Minimum of 5 years of experience in IT service management
• Bachelor's Degree in Information Technology or a related field is required
• ITIL Foundation certification is required
• Experience with service desk software and enterprise support environments
• Strong leadership and team management skills