Job Description

Title: Service Desk Manager
Location: Northeastern United States (Hybrid: 3 Days Onsite, 2 Days Remote)

Description:
We are seeking a Service Desk Manager to lead a dedicated team in delivering outstanding IT support services. The role involves managing service desk operations, implementing best practices, and ensuring client satisfaction. The ideal candidate will optimize workflows, resolve escalated issues, and maintain operational excellence while guiding a team of skilled support technicians.

Responsibilities:
Lead and manage a team of 10 service desk technicians.
Oversee service desk operations, ensuring adherence to performance standards and service level agreements (SLAs).
Act as the primary escalation point for client issues, providing technical support and guidance for complex problems.
Utilize tools for ticket management, documentation, and remote monitoring to maintain system integrity and efficiency.
Monitor and report on service desk performance, identifying opportunities for improvement.
Develop and implement standard operating procedures to ensure consistent service delivery.
Analyze recurring service desk issues and propose solutions to mitigate reoccurrences.
Drive continuous improvement strategies and enhance the overall client experience.

Required Skills:
Bachelor's degree in a related field.
At least 5 years of experience in IT service management, with 2+ years in a leadership role.
Proficiency with professional services automation (PSA) and remote monitoring and management (RMM) tools.
Strong leadership and team management abilities.
Exceptional communication and interpersonal skills for a client-facing role.
Strong analytical and problem-solving skills.
Commitment to continuous improvement and client satisfaction.

Desired Skills:
Experience with PSA tools and documentation platforms.
ITIL Foundation certification.
Proven ability to manage multiple priorities and deliver results.

Performance Metrics:
Client satisfaction based on feedback and surveys.
SLA compliance percentage.
Average resolution time for tickets.
Team performance evaluations.
Implementation of continuous improvement initiatives.

Employment Type:
Full-Time

Compensation:
Pay range:$84k-$120k/year

Benefits:

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Job Tags

Full time, Remote job,

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