Service Desk Manager

Job Summary

Leading a team of technical resources, the full-time Service Desk Manager will oversee remote support for clients, ensuring performance goals are met while fostering a collaborative culture and implementing process improvements.

Key Responsibilities

• Manage and mentor service coordinators, technicians, and team leads to achieve departmental KPIs and high-quality service delivery
• Collaborate with cross-functional teams to address service quality concerns and ensure effective resource allocation for on-site support
• Continuously evaluate and improve service desk processes, procedures, and tools to enhance efficiency and service quality

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience
• 6+ years of experience in IT operations with at least 2 years in a leadership or supervisory role
• Preferred certifications include Microsoft MCSA/MCSE, VMware VCP, Cisco CCNA, CompTIA A+, Network+, and Security+
• Familiarity with ITIL concepts is preferred
• Experience in the MSP industry is advantageous