IT Service Desk Manager - HIRING ASAP

TEKsystems•Parsippany-Troy Hills, NJ

6d•$55 - $65•Hybrid

About The Position

We are seeking an experienced IT Service Desk Manager to lead and manage a dynamic team service desk professionals. This role is critical in ensuring exceptional IT support services, driving operational efficiency, and maintaining high levels of customer satisfaction.

Requirements

5+ years of IT management experience, preferably in service desk, desktop support, or IT service management.
Strong technical knowledge of:
ServiceNow or similar ITSM tools
Windows 10/11
Active Directory
Office 365
Intune
Hands-on experience with hardware and software support.
Excellent customer support and stakeholder engagement skills.
Proven ability to manage teams and vendors effectively.
Strong problem-solving and communication skills.

Nice To Haves

ITIL certification or equivalent experience in IT service management frameworks.
Experience in implementing automation and process improvements within IT support environments.

Responsibilities

Manage and mentor a team of service desk analysts, fostering a collaborative and high-performing environment.
Oversee daily operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.
Implement and maintain IT service management best practices and processes.
Act as the primary point of contact for stakeholders, ensuring clear communication and alignment on IT support initiatives.
Manage vendor relationships and ensure compliance with service level agreements (SLAs).
Monitor and report on service desk performance metrics, identifying areas for improvement.
Drive continuous improvement initiatives to enhance service delivery and user experience.