IT Service Desk Manager

Job Description

Responsibilities:

• Implement and oversee the quality of deliverables while managing team relationships to ensure exceptional performance
• Lead and deliver complex client engagements, identifying, designing, and implementing creative business solutions
• Provide excellent customer service and assess client needs
• Participate in the development and presentation of proposals for business development
• Balance stakeholder needs and ensure achievement of shared goals
• Establish operational objectives and work plans, delegate assignments to Team Leads, and conduct regular meetings to improve productivity, product knowledge, and customer satisfaction
• Analyze performance trends, recommend process improvements, and drive resolution
• Collaborate with support groups to identify process gaps and implement action plans
• Perform other tasks assigned by the immediate reporting manager

Qualifications:

• At least 5 years of experience in IT Infrastructure Management/Support or Enterprise Service Desk environments
• 2+ years of Manager-level team leadership experience is highly preferred; experienced Supervisors are also encouraged to apply
• Proficiency in Excel, quality tools, data analysis, and reporting
• Excellent stakeholder management and communication skills