Service Desk Manager
Service Desk Manager
Posted on :
23-09-2024
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Job Description
Job Title: Service Desk Manager (US Citizen Only)
Location: Remote
We are currently seeking candidates who meet the following qualifications
Responsibilities:
- Manage daily operations of the service desk ensuring timely resolution of incidents and requests.
- Lead mentor and develop a team of service desk technicians.
- Implement and maintain service desk best practices processes and procedures.
- Monitor key performance indicators (KPIs) and prepare reports for management.
- Collaborate with IT teams to identify and resolve recurring issues.
- Act as a point of escalation for complex support requests.
- Conduct training sessions and workshops for staff on service desk tools and technologies.
- Ensure compliance with ITIL and other industry standards.
- Foster a customercentric culture within the team.
Qualifications:
- Bachelors degree in Information Technology Computer Science or a related field.
- Experience in IT support or service desk roles.
- Strong knowledge of ITIL frameworks and service desk operations.
- Excellent leadership communication and interpersonal skills.
- Proficiency in service desk software (e.g. ServiceNow JIRA) and remote support tools.
- Ability to analyze data and develop actionable insights.
- Federal Experience is a plus.
- Required Security clearance.
If you meet these qualifications please submit your application via link provided in Linkedin.
Kindly do not call the general line to submit your application.
Employment Type
Full Time
Key Skills
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