IT Manager Service Desk

A company is looking for an IT Manager for Service Desk and Customer Support.

Key Responsibilities

Lead the daily operations of a service-focused organization, managing over 350 weekly support requests

Handle service desk incidents and escalations, including root cause analysis and resolution

Ensure customer satisfaction by monitoring and reporting on performance metrics

Required Qualifications

8+ years of experience leading IT Service Desk and Customer Support teams

Proficient in supporting end-user applications and desktop hardware (Windows & Mac)

Expert in supporting custom developed SaaS applications

Experience with ITIL framework and related certifications is a plus

Proficient in Jira Service Desk and Microsoft 365 administration