Service Desk Manager - Remote

Overview

The Service Desk Manager oversees and enhances the daily support operations, leading a team of 10+ direct reports, with the opportunity to significantly impact the development of our rapidly expanding company's IT support structure.

In Short

• Manage the day-to-day operations of the service desk, ensuring efficient and effective support for all users across multiple locations.
• Act as an escalation point for complex issues, ensuring timely resolution and minimal disruption to business operations.
• Lead, mentor, and develop a team of 10+ direct reports, fostering a culture of excellence and continuous improvement.
• Analyze service desk performance metrics, generate reports, and identify areas for improvement.
• Implement and optimize service desk processes and workflows to enhance user satisfaction.
• Develop and maintain documentation, including SOPs and knowledge base articles.
• Collaborate with cross-functional teams to ensure seamless integration of IT services.
• Oversee vendor relationships and manage service level agreements.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 8+ years of experience in Information Technology support roles.
• 5+ years of experience in Service Desk management.
• Demonstrated experience in managing a team of at least 5-10 direct reports.
• 5+ years of experience in vendor management.

Benefits

• Opportunity to significantly impact the IT support structure.
• Career development and mentoring opportunities.
• Working in a collaborative environment with cross-functional teams.
• Access to performance metrics and improvement initiatives.