Service Desk Manager

A company is looking for a Service Desk Manager to lead IT Managed Services operations for a large customer.

Key Responsibilities

Lead and develop a diverse Service Desk team while ensuring performance expectations and accountability

Oversee daily Service Desk operations, managing incident resolution and service delivery for a large enterprise customer

Identify and implement operational improvements to enhance efficiency and customer satisfaction

Required Qualifications

5+ years of experience in IT Service Desk or Managed Services leadership roles

Strong knowledge of ITIL v3 / v4 frameworks

Proven experience managing large enterprise customer environments

Demonstrated success in team leadership and talent development

Experience with analytical reporting and stakeholder management