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Service Desk Manager - (US Citizen Only)

Service Desk Manager - (US Citizen Only)

Elegant Enterprise-Wide Solutions, Inc.Washington, DC, US
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About this Position :

Job Title : Service Desk Manager

Responsibilities :

  • Oversee and manage a team of IT Support technicians, including training, coaching, and performance monitoring.
  • Provides leadership and direction to IT Support team, fostering a collaborative and high- performance work environment.
  • Ensures that IT Support tickets adhere to high quality standards, meet ticketing SLAs, and meet the expectations of customers.
  • Ensures that IT Support staff provide timely and effective support to end-users, resolving technical issues and fulfilling service requests in a professional and customer-focused manner.
  • Coordinate the response to and resolution of IT incidents, ensuring that service desk staff follow established protocols and procedures to minimize downtime and impact on users.
  • Analyze recurring issues and trends to identify underlying problems and implement corrective actions to prevent future incidents.
  • Monitor service level agreements (SLAs) for IT support services, ensuring that performance meets or exceeds agreed-upon targets.
  • Manage the escalation of complex or high-priority issues to appropriate technical teams or management, ensuring timely resolution and communication to affected stakeholders.

Qualifications :

  • 8+ years of relevant, applicable professional experience.
  • Experience as Service Desk Team leadership.
  • Experience with managing customer expectations and delivering the highest quality customer service.
  • ServiceNow expertise for queue management and ticket fulfillment.
  • Bachelor's degree from an accredited college or university.
  • Note : For H-1B and OPT cases, we are seeking candidates from recognised organizations.

    "No phone calls please."

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    Service Desk Manager • Washington, DC, US

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