Service Desk Manager

Job Summary

A company is looking for a Service Desk Manager to lead IT Managed Services operations for a large customer.

Key Responsibilities

• Lead and develop a diverse Service Desk team while ensuring performance expectations and accountability
• Oversee daily Service Desk operations, managing incident resolution and service delivery for a large enterprise customer
• Identify and implement operational improvements to enhance efficiency and customer satisfaction

Required Qualifications

• 5+ years of experience in IT Service Desk or Managed Services leadership roles
• Strong knowledge of ITIL v3/v4 frameworks
• Proven experience managing large enterprise customer environments
• Demonstrated success in team leadership and talent development
• Experience with analytical reporting and stakeholder management