Service Desk Manager

Job Title : Service Desk Manager

Client : NIH

Duration : Full Time

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.

Desired Qualifications : -