Job Title : Service Desk Manager (US Citizen Only)
Location : Remote
We are currently seeking candidates who meet the following qualifications
Responsibilities :
- Manage daily operations of the service desk, ensuring timely resolution of incidents and requests.
- Lead, mentor, and develop a team of service desk technicians.
- Implement and maintain service desk best practices, processes, and procedures.
- Monitor key performance indicators (KPIs) and prepare reports for management.
- Collaborate with IT teams to identify and resolve recurring issues.
- Act as a point of escalation for complex support requests.
- Conduct training sessions and workshops for staff on service desk tools and technologies.
- Ensure compliance with ITIL and other industry standards.
- Foster a customer-centric culture within the team.
Qualifications :
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience in IT support or service desk roles.
- Strong knowledge of ITIL frameworks and service desk operations.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in service desk software (e.g., ServiceNow, JIRA) and remote support tools.
- Ability to analyze data and develop actionable insights.
- Federal Experience is a plus.
- Required Security clearance.
If you meet these qualifications, please submit your application via link provided in Linkedin.
Kindly do not call the general line to submit your application.
Service Desk Manager
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