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.
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