Service Desk Manager
ASM Research
5h
About The Position
The Service Desk Manager is responsible for managing the overall operations, performance, and continuous improvement of the CASTLE-NET IT Service Desk. This role provides leadership and direction to service desk personnel, manages ticket processes and workflows, ensures quality service delivery, and maintains alignment with ITIL best practices and USACE requirements while driving operational efficiency and customer satisfaction.
Requirements
- Bachelor's degree in IT, Business Administration, or related field
- 8+ years of experience in service desk or IT support operations
- Minimum 3-4 years of service desk management or supervisory experience
- Expert understanding of ITIL frameworks and best practices
- Proficiency with service desk and ITSM platforms
- Strong leadership, communication, and interpersonal skills
- Ability to manage budgets and staffing effectively
- Experience with federal IT operations and compliance
Responsibilities
- Manage overall service desk operations and team performance
- Provide leadership and supervision to service desk personnel
- Establish and maintain service desk processes and workflows
- Monitor and improve service desk metrics and KPIs
- Ensure adherence to SLAs and quality standards
- Implement continuous improvement initiatives
- Manage service desk staffing, training, and development
- Report on service desk performance to senior management
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What This Job Offers
Job Type
Full-time
Career Level
Manager
