Manager of IT Service Desk

Overview

Lead IT service desk, ensure efficient, high-quality support and stakeholder satisfaction.

Key Responsibilities

• vendor management
• itil processes
• on-call support
• service desk
• ticket management
• budget management

Tasks

-Enable and manage relationships with external vendors and managed service providers (MSPs), including contract evaluation, SLA enforcement, and service performance monitoring. -Implement and continuously improve IT support workflows, escalation paths, and knowledge base documentation based on ITIL best practices. -Participate in internal audits, compliance reviews, and IT risk assessments as needed. -Provide after-hours on-call support on a rotating basis. -Manage the IT support budget, monitor expenditures, and ensure cost-effective resource allocation. -Lead, coach, mentor, and develop the IT Service Desk team, fostering a culture of accountability, performance, and continuous improvement. -Serve as the primary point of contact for key internal stakeholders regarding IT support services, performance updates, and escalation resolution. -Oversee day-to-day service desk operations to ensure timely resolution of technical issues in compliance with SLAs and support expectations. -Maintain and manage support ticket queues, identifying and addressing trends that may impact service quality or require training. -Collaborate with IT and Security leadership to ensure IT support aligns with strategic priorities and compliance requirements.

Requirements

• cloud platforms
• servicenow
• microsoft
• service desk
• people management
• problem solving

What You Bring

-Proven experience in managing third-party vendors and MSPs. -Excellent interpersonal, communication, and stakeholder management skills. -Ability to work independently and across multiple teams in a fast-paced environment. -Strong analytical and problem-solving abilities. -Familiarity with SaaS and public cloud platforms such as AWS, Azure, and GCP. -Minimum of 10 years of progressive IT support experience, with at least 5 years in a people management role. -Demonstrated experience managing service desks or IT support functions in a mid-to-large scale organization. -Deep technical knowledge of Microsoft enterprise products (Windows, M365, Active Directory). -Proficiency in ITSM platforms (e.g., ServiceNow, Jira Service Management) and ticketing systems. -Ability to translate technical information into business-relevant language for non-technical stakeholders.

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