Service Desk Manager

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.