Service Desk Manager

Summary/Objective:

The service desk manager is responsible for managing the service desk's daily operations, representing the IT Department ServiceDesk team, and ensuring that the service desk continuously improves by developing new service strategies.

Essential Functions: (These are the required duties and responsibilities)

 Lead the IT support team, manage daily operations, and ensure efficient, high-quality technical support that aligns with business goals, bridging users and IT by overseeing incident resolution, performance, and continuous service improvement.

They do this by managing staff, setting procedures, monitoring metrics (like resolution time, satisfaction), handling escalations, and acting as a liaison with senior management and other departments to enhance user experience and operational effectiveness.

Reasonable accommodations may be made to enable individuals with disabilities to perform their essential functions.

Required Skills & Abilities (or Competencies) Examples below

•     Expertise in people management and leadership with strong organizational skills

•     Must have comprehensive knowledge of computers in general as well as current Microsoft Windows Operating Systems, Microsoft Office Suite products, and the Internet

•     Capacity to train and guide junior team members

•     Ability to manage and prioritize tasks efficiently

•     Solid resource planning and problem-solving skills

•     Readiness to demonstrate a proactive attitude

•     Excellent verbal and written communication skills

•     Demonstrated technology troubleshooting skills and critical thinking

•     Demonstrated experience and understanding of current client computing hardware components and their interrelationships for PC, Android, IOS, and macOS, platforms

•     Competency in working with people of various cultures

•     Ability to maintain confidentiality

•     Prioritization and multi-task skills are requiredProficient with Microsoft Office Suite or related software.

Required Education and Experience:

(Indicate requirements that are job-related and consistent with business necessity)

• Bachelor's degree in technology or related field AND four ( 4) years experience managing Service Delivery or Desktop Support organizations. Or eight (8) years experience operating a Service Delivery or Desktop support organization. Or have any equivalent combination of experience or education from which comparable knowledge, skills, and abilities have been achieved.
• Any certifications relating to software applications, technology infrastructure, and service delivery are an advantage
• The ITIL (Information Technology Infrastructure Library) certification is a plus.
• Experience with ManageEngine ServiceDesk is a plus.

Current human resources and/or compensation credentials or certification preferred.

Supervisory Responsibilities: NA

Work Environment: Hybrid

Physical Demands:

• Repetitive use of hands and fingers ( e.g., computer keyboards, filing, etc.)
• Standing, sitting, or walking for periods
• Normal range of hearing and vision to perform work and communicate
• Stooping or kneeling (e.g., to access lower shelves/drawers, picking up items from the floor, etc.)
• Occasional heavy lifting required (50lbs to 75lbs servers and computer equipment)

Travel Required: (put percentage)

Additional Eligibility Requirements: (if there are any)

Work Authorization Requirements: Authorized to work in the USA.

EEO Statement

The Company is committed to hiring a diverse and qualified workforce. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information.

Other Duties: Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.