IT Service Desk Manager

Job Description

Job Description

Apply now : IT Service Desk Manager, location is Remote (EST hours). The start date is ASAP for this contract position.

Job Title : IT Service Desk Manager

Location-Type : Remote (must work EST hours)

Start Date Is : ASAP

Duration : Contract

Compensation Range : $40 / hr – $55 / hr

Job Description :

Lead and optimize IT service desk operations across distributed, high-volume environments.

Day-to-Day Responsibilities :

Manage two teams : Service Desk and Clinical Technology Support

Oversee 9 offshore staff handling network and monitoring alerts

Ensure SLA compliance, manage ticket volumes (400 daily)

Triage and resolve escalations and complex break / fix issues

Implement automation and process improvements to reduce tickets

Monitor team capacity and performance metrics

Maintain documentation in Confluence / Jira

Support cloud environment monitoring and basic management

Requirements : Must-Haves :

5 years in IT support / operations leadership

Experience in multi-location environments (retail, medical, etc.)

Managing high-volume ticket environments (300–400 daily)

Oversight of onshore / offshore IT teams

Familiarity with enterprise ITSM tools (ServiceNow, Remedy Helix)

AI chatbot and self-service automation experience

Confluence / Jira proficiency

Cloud monitoring exposure (AWS / Azure)

Strong communication, proactive, hands-on leadership style

Nice-to-Haves :

Experience as a key service liaison or external-facing IT lead

Background in mid-sized firms ($1–2B revenue)

Familiarity with tools like NewRelic, AWS, or Azure