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Position Summary:

The Service Desk Manager is responsible for leading the daily operations of the IT Service Desk, ensuring high-quality technical support and customer service across the organization. This role oversees a team of service desk analysts, manages incident and request workflows, improves support processes, and ensures alignment with ITIL best practices and business objectives.

Key Responsibilities:

Operational Leadership

• Manage day-to-day Service Desk operations, ensuring timely resolution of incidents and service requests.
• Monitor ticket queues, assign priorities, and ensure SLA compliance.
• Develop, track, and report on service desk performance metrics (e.g., FCR, SLA adherence, customer satisfaction).
• Implement and optimize ITIL-aligned service management processes.

Team Management

• Lead, mentor, and coach service desk analysts to maintain high performance and engagement.
• Conduct regular performance reviews and facilitate ongoing training and skills development.
• Manage staffing schedules and workload distribution.

Customer & Stakeholder Engagement

• Serve as the primary escalation point for service issues.
• Maintain strong communication with business units to understand support needs and identify improvement opportunities.
• Ensure a customer-centric culture within the service desk team.

Process, Tools & Continuous Improvement

• Maintain and enhance the knowledge base and documentation.
• Identify recurring issues and work with technical teams to resolve root causes.
• Drive automation and improvements in tools, workflows, and service delivery.
• Support implementation and optimization of ITSM platforms (e.g., ConnectWise Automate, ConnectWise Manage, Auvik, Jira, ConnectSecure, etc.).

Governance & Compliance

• Ensure adherence to security, compliance, and organizational policies.
• Participate in audits and produce required reporting.
• Contribute to IT disaster recovery and business continuity plans.

Job Requirements:

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, Business, or related field (or equivalent experience).
• 2+ years of experience in a service desk, IT support, or technical operations environment.
• 3+ years of experience in a supervisory or management role within an enterprise IT support environment.

Technical Skills

• Strong understanding of ITIL framework; ITIL Foundation certification preferred.
• Experience with ITSM tools such as ConnectWise Automate, ConnectWise Manage, Jira, ConnectSecure, Auvik, or similar.
• Solid knowledge of Windows/Mac operating systems, networking basics, hardware/software support, and enterprise applications.
• Familiarity with Active Directory, MS365 administration, mobile device management, and remote support tools.

Leadership & Soft Skills

• Excellent customer service and communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Proven ability to manage and motivate a technical support team.
• Ability to work under pressure and manage multiple priorities.
• Strong project management and organizational skills.

Preferred Qualifications

• ITIL or ITSM certifications.
• Experience in change management and continuous improvement methodologies.
• Background supporting hybrid/cloud environments (Azure, AWS, Entra, Citrix, etc.).
• Experience in high-availability or enterprise-scale organizations; Fortune 1000.