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IT Service Desk Manager (Remote)

Potters Industries Inc
Remote, OR
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Potters Industries is looking for a qualified IT Service Desk Manager to join our team. Based out of Leawood, Kansas, you will be responsible for leading a team of technicians to provide excellent customer service and resolve end user technical issues

As a service desk manager, you should be self-motivated, have a solid technical background, have experience providing excellent customer service, have a problem-solving attitude, and have an ability to motivate others.

There may be an opportunity to travel.


· Manage a global IT service desk

· Ensure end users receive high quality support in a timely manner

· Train and support service desk technicians and site liaisons

· Set specific customer service standards

· Create knowledge base and training documents

· Assist with creating IT policies and procedures

· Contribute to improving customer support by actively responding to queries and handling complaints

· Establish best practices through the entire technical support lifecycle

· Follow up with customers to identify areas of improvement

· Develop daily, weekly, and monthly reports on service desk productivity

· Provide customer feedback to the global IT team to constantly improve the user experience

· Work with the global IT team to assist with client upgrades, hardware and software deployments and annual hardware replacements


· Proven work experience as an IT service desk manager

· Hands on experience with helpdesk and remote-control software

· Solid technical background with an ability to give instructions to a non-technical audience

· Customer-service oriented with a problem-solving attitude

· Excellent written and verbal communications skills

· Team management skills

· Advanced level of experience supporting Windows 10, Office 365, desktop and laptop PC’s, printers, networking and Apple mobile device support.

· BS degree in Computer Science, Information Technology, or relevant field

Potters Industries Inc


Remote, OR



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