IT Service Desk Manager

Job Summary

A company is looking for an IT Service Desk Manager to oversee IT support operations for a high growth environment.

Key Responsibilities

• Manage daily operations of the service desk team, ensuring timely resolution of support requests
• Implement and optimize AI-enabled service desk software to enhance workflows and user satisfaction
• Monitor, track, and report on service desk KPIs and SLAs to maintain high service quality

Required Qualifications

• 7+ years of IT support experience, with 3+ years in a service desk leadership role
• Experience managing a service desk for 2,000 or more users in a high growth environment
• Strong knowledge of ITIL principles; ITIL Foundation certification preferred
• Ability to track, analyze, and report on service desk SLAs and KPIs
• Experience in managing escalated issues and high-pressure situations