Manager, IT Service Desk/Remote

Manager IT Service Desk Job Summary

The Manager IT Service Desk is responsible for leading and managing the IT Service Desk team, ensuring efficient delivery of technical support services to end users. This role focuses on maintaining high levels of customer satisfaction, meeting service level agreements (SLAs), driving continuous service improvement, and coordinating incident and request management processes.

Key Responsibilities

• Manage daily operations of the IT Service Desk team.
• Ensure timely resolution of incidents, service requests, and technical issues in accordance with SLAs.
• Monitor service desk performance metrics and prepare regular reports.
• Lead, coach, mentor, and develop service desk analysts and support staff.
• Manage incident, problem, and escalation processes to minimize business disruption.
• Coordinate with infrastructure, application, security, and vendor teams for issue resolution.
• Establish and maintain service desk procedures, knowledge base articles, and documentation.
• Drive continuous improvement initiatives to enhance service quality and user experience.
• Conduct resource planning, scheduling, and workload management.
• Ensure compliance with IT policies, security standards, and ITIL best practices.
• Participate in IT audits and operational reviews.
• Manage stakeholder communications during major incidents and service outages.
  
  

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 5 10 years of IT support experience, including 2 4 years in a leadership role.
• Experience managing IT Service Desk or End User Support teams.
• Strong understanding of ITIL framework and service management principles.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar platforms.
  
  

Required Skills

• Leadership and team management
• Incident and problem management
• Service Level Agreement (SLA) management
• Customer service and stakeholder management
• ITSM tools and ticketing systems
• Reporting and analytics
• Root cause analysis
• Communication and presentation skills
• Vendor management
• Project coordination