Service Desk Manager

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IntePros is seeking a Service Desk Manager to lead IT support operations for a global enterprise, requiring 2 days per week on-site in Wilmington, DE. This individual will manage a team of Level 1.5 technicians, coordinate with a regional managed service provider, and collaborate with international teams, particularly in the Asia Pacific region.

Key Responsibilities :

• Team Leadership : Lead and coach support technicians; manage staffing, performance, and development.
• ITSM Excellence : Oversee incident, problem, change, and knowledge management; analyze trends to improve resolution times and customer experience.
• Performance & Reporting : Track KPIs using ServiceNow; generate insights and present performance reports.
• Stakeholder Engagement : Serve as liaison for regional users; align support with business needs; collaborate with global IT leadership.
• Strategic Initiatives : Improve service desk processes; evaluate tools and technologies; manage priorities, projects, and risks.

Qualifications :

Preferred :

Seniority level

Employment type

Job function

Industries

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