Service Desk Manager

Position Overview

A company is looking for a Manager, Service Desk to lead the planning, organization, and daily operations of their Service Desk team.

Key Responsibilities

• Lead and develop a high-performing Service Desk team to ensure high-quality customer service
• Hire, train, and evaluate Service Desk staff while managing performance and attendance issues
• Establish ITIL-aligned processes and manage incident escalation for complex issues

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience
• Seven years of IT experience, with five years in a related role
• Advanced knowledge of service desk best practices and ITIL
• Experience managing a Service Desk team of twelve or more

Preferred Qualifications

• ITIL, Six Sigma, or other relevant Service Desk / CI certification preferred