Direct daily Service Desk operations and ensure SLAs are achieved. * Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training ...
Direct daily Service Desk operations and ensure SLAs are achieved. * Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training ...
Service Desk Manager
Cheyenne, WY · On-site
This position reports to the Director of Managed Services and Engineering. **Relocation may be eligible for the right candidate. Service Ownership Alignment Service Desk: * Ticket intake, triage, and ...
Service Desk Manager
Cheyenne, WY · On-site
This position reports to the Director of Managed Services and Engineering. **Relocation may be eligible for the right candidate. Service Ownership Alignment Service Desk: * Ticket intake, triage, and ...
Service Desk Lead
Alexandria, VA · On-site
Direct daily Service Desk operations and ensure SLAs are achieved. * Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training ...
Service Desk Lead
Alexandria, VA · On-site
Direct daily Service Desk operations and ensure SLAs are achieved. * Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training ...
Service Desk Lead
Vienna, VA · On-site
$80K - $100K/yr
Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
Service Desk Lead
Vienna, VA · On-site
$80K - $100K/yr
Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
Service Desk Lead
Alexandria, VA · On-site
Direct daily Service Desk operations and ensure SLAs are achieved. * Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training ...
Service Desk Lead
Alexandria, VA · On-site
Direct daily Service Desk operations and ensure SLAs are achieved. * Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training ...
Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
Service Desk Manager
Studio City, CA · On-site
Direct and oversee all day-to-day service desk operations supporting US-based users, setting clear performanceexpectationsand holding the team accountable to SLA, KPI, and quality benchmarks. * Act ...
Service Desk Manager
Studio City, CA · On-site
Direct and oversee all day-to-day service desk operations supporting US-based users, setting clear performanceexpectationsand holding the team accountable to SLA, KPI, and quality benchmarks. * Act ...
Service Desk Manager
Cheyenne, WY · On-site
This position reports to the Director of Managed Services and Engineering. **Relocation may be eligible for the right candidate. Service Ownership Alignment Service Desk: * Ticket intake, triage, and ...
Service Desk Manager
Cheyenne, WY · On-site
This position reports to the Director of Managed Services and Engineering. **Relocation may be eligible for the right candidate. Service Ownership Alignment Service Desk: * Ticket intake, triage, and ...
Service Desk Manager
Studio City, CA · On-site
Direct and oversee all day-to-day service desk operations supporting US-based users, setting clear performanceexpectationsand holding the team accountable to SLA, KPI, and quality benchmarks. * Act ...
Quick apply
Service Desk Manager
Studio City, CA · On-site
Direct and oversee all day-to-day service desk operations supporting US-based users, setting clear performanceexpectationsand holding the team accountable to SLA, KPI, and quality benchmarks. * Act ...
Service Desk Lead
Vienna, VA · On-site
Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
Service Desk Lead
Vienna, VA · On-site
Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
Service Desk Manager
Studio City, CA · On-site
Direct and oversee all day-to-day service desk operations supporting US-based users, setting clear performance expectations and holding the team accountable to SLA, KPI, and quality benchmarks. * Act ...
Service Desk Manager
Studio City, CA · On-site
Direct and oversee all day-to-day service desk operations supporting US-based users, setting clear performance expectations and holding the team accountable to SLA, KPI, and quality benchmarks. * Act ...
... direct technical support responsibilities. Why Arbor? Are you looking for a dynamic career in a ... Service Desk Leadership * Manage daily operations of the IT Service Desk, including ticket queues ...
... direct technical support responsibilities. Why Arbor? Are you looking for a dynamic career in a ... Service Desk Leadership * Manage daily operations of the IT Service Desk, including ticket queues ...
Service Desk Lead
Washington, DC · On-site
The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Direct access to leadership, zero bureaucracy * Culture built on speed, agility, and results
Service Desk Lead
Washington, DC · On-site
The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Direct access to leadership, zero bureaucracy * Culture built on speed, agility, and results
The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Direct access to leadership, zero bureaucracy * Culture built on speed, agility, and results
The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Direct access to leadership, zero bureaucracy * Culture built on speed, agility, and results
Service Desk Lead
Washington, DC · On-site
The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Direct access to leadership, zero bureaucracy * Culture built on speed, agility, and results
Service Desk Lead
Washington, DC · On-site
The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Direct access to leadership, zero bureaucracy * Culture built on speed, agility, and results
Service Desk Lead
Washington, DC · On-site
The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Direct access to leadership, zero bureaucracy * Culture built on speed, agility, and results
Quick apply
Service Desk Lead
Washington, DC · On-site
The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Direct access to leadership, zero bureaucracy * Culture built on speed, agility, and results
Service Desk Manager
Indianapolis, IN · On-site
... direct technical support responsibilities. Why Arbor? Are you looking for a dynamic career in a ... Service Desk Leadership * Manage daily operations of the IT Service Desk, including ticket queues ...
Service Desk Manager
Indianapolis, IN · On-site
... direct technical support responsibilities. Why Arbor? Are you looking for a dynamic career in a ... Service Desk Leadership * Manage daily operations of the IT Service Desk, including ticket queues ...
Job Summary The Principal Director, Service Operations , serves as a strategic and operational ... Align service desk operations with end-user platforms (e.g., endpoint engineering, identity, and ...
New
Job Summary The Principal Director, Service Operations , serves as a strategic and operational ... Align service desk operations with end-user platforms (e.g., endpoint engineering, identity, and ...
New
Service Desk Administrator
Lansing, MI · On-site
$60K - $80K/yr
Under the direction of the Director of the Senate Business Office, Senate Information Services (SIS) Director, and IT Operations Manager, and supervised by the Service Desk Supervisor, the Service ...
Service Desk Administrator
Lansing, MI · On-site
$60K - $80K/yr
Under the direction of the Director of the Senate Business Office, Senate Information Services (SIS) Director, and IT Operations Manager, and supervised by the Service Desk Supervisor, the Service ...
Director Service Desk information
What are Director Service Desk roles and responsibilities?
A Director Service Desk is responsible for overseeing the entire service desk operation within an organization. This includes managing staff, setting customer service standards, implementing best practices, and ensuring that IT support services meet business needs. They also analyze service desk performance, drive continuous improvement, and collaborate with other IT leaders to align support services with organizational goals. The director often communicates with upper management to report on metrics, budgets, and strategic initiatives.
What are some common challenges faced by a Director of Service Desk, and how can they be addressed?
As a Director of Service Desk, you may encounter challenges such as managing high ticket volumes, maintaining consistent service quality, and motivating a diverse team. Balancing rapid response times with thorough issue resolution requires strong process optimization and the effective use of key performance indicators. Additionally, fostering collaboration across IT, operations, and customer service departments is crucial for resolving complex issues and driving continuous improvement. Proactive communication, regular training, and leveraging automation tools can help address these challenges effectively.
What is the difference between Director Service Desk vs Service Desk Manager?
| Aspect | Director Service Desk | Service Desk Manager |
|---|---|---|
| Responsibilities | Oversees multiple service desk teams, strategic planning, and high-level policy development | Manages daily operations, team supervision, and service delivery |
| Required Credentials | Bachelor's degree, ITIL certification, extensive experience in IT service management | Bachelor's degree, ITIL certification, experience in service desk operations |
| Work Environment | Senior leadership setting, strategic meetings, cross-department collaboration | Operational environment, team management, customer interaction |
The main difference between a Director Service Desk and a Service Desk Manager lies in scope and strategic focus. The Director oversees multiple teams and sets long-term goals, while the Manager handles daily operations and team supervision. Both roles require similar credentials and are vital in IT service management, but the Director's role is more strategic and high-level.
What are the key skills and qualifications needed to thrive as a Director Service Desk, and why are they important?
To thrive as a Director Service Desk, you need extensive experience in IT service management, strategic leadership, and a solid understanding of service desk operations, often backed by a bachelor's degree in IT or a related field. Familiarity with ITIL frameworks, ticketing systems like ServiceNow or Jira, and certifications such as ITIL or HDI are typically required. Exceptional communication, problem-solving, and team leadership skills help in managing diverse teams and driving continuous improvement. These competencies are essential for ensuring high-quality support, optimizing performance, and aligning IT services with organizational goals.
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What are the most commonly searched types of Service Desk jobs? The most popular types of Service Desk jobs are:
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Other
Posted 5 days ago
Job description
Location: Alexandria, VA
Clearance: Secret
Overview
The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training, and ensures incident and service request resolution through ITIL-based practices.
Responsibilities
Tools & Platforms
ServiceNow ITSM, Microsoft 365 (Teams, Exchange, SharePoint), Intune/SCCM, Active Directory/Azure AD, remote support tools, VoIP/softphones.
Core Competencies
Customer service orientation, incident/problem management, technical team leadership, ITIL-based process improvement, collaboration expertise.
Clearance: Secret
Overview
The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training, and ensures incident and service request resolution through ITIL-based practices.
Responsibilities
- Direct daily Service Desk operations and ensure SLAs are achieved.
- Manage incident, problem, and request fulfillment using ServiceNow.
- Supervise technical personnel: scheduling, training, coaching, performance management.
- Maintain/update knowledge bases and SOPs.
- Conduct customer satisfaction reporting.
- Bachelor's degree in computer science, information systems, information technology, or business.
- 9+ years helpdesk/desktop support.
- 3+ years managing technical staff.
- 2+ years ServiceNow and Microsoft 365 in production.
- Tier II Service Desk Equivalent certification.
- Active Secret clearance.
Tools & Platforms
ServiceNow ITSM, Microsoft 365 (Teams, Exchange, SharePoint), Intune/SCCM, Active Directory/Azure AD, remote support tools, VoIP/softphones.
Core Competencies
Customer service orientation, incident/problem management, technical team leadership, ITIL-based process improvement, collaboration expertise.