Service Desk Manager
2 weeks ago
Description:
*Mondays and Fridays Remote*
*Tuesdays - Thursdays onsite in Spring, TX*
The client is seeking a highly qualified and experienced professional to join their dynamic team on a long-term contract assignment. The ideal candidate will manage the daily operations of the service desk, ensuring that all service requests and incidents are resolved in a timely and efficient manner. They will execute an IT service delivery strategy aligned with organizational goals and long-term business objectives, establish and monitor Service Level Agreements (SLAs) and metrics to measure service desk performance, and maintain IT service management practices based on industry frameworks such as ITIL and ITSM. The candidate will also manage incident and problem processes, ensure that all service desk staff are trained and equipped to provide excellent customer service, develop and maintain strong relationships with key stakeholders across the IT organization, and collaborate with other IT functional areas to facilitate the resolution of complex technical issues.
Must haves include relevant industry certifications (e.g., Microsoft certifications, ITIL), experience building and maintaining ITSM solutions (preferably Ivanti Neurons), experience managing and licensing Microsoft products such as the M365 suite of solutions including O365, Teams, and SharePoint, understanding of modern Microsoft solutions such as the Power Platform and Copilot, experience with Adobe suite of products, Autodesk products, and other engineering software, strong problem-solving skills, a proactive approach to identifying and resolving issues, strategic thinking with the ability to align technology initiatives with business goals, excellent communication and interpersonal skills, and the ability to explain complex technical concepts to non-technical stakeholders. Nice to haves include experience driving process improvements, fostering collaboration, and understanding call metrics like call waiting, FCR, AHT, etc.
- Meet primary stakeholders in IMS and members of the Service Desk and Desktop Support teams.
- Familiarize with, IMS, and the Service Desk processes.
- Complete service desk analyst training, desktop support training, and a high-level end user technologies overview.
- Review current metrics for the Service Desk.
Develop standard reports and metrics for the Service Desk.
Discuss long-term priorities for the Service Desk.
Focus on the backlog of open Incidents and Service Requests.
Develop a 90-day plan of action to improve the Service Desk.
Start developing SLAs and KPIs.
Transition day-to-day responsibilities to the Service Desk Manager role.
Skills:
itsm, Service desk, Customer service, Help desk, Ticketing system, Office 365, Active directory, Itil
Top Skills Details:
itsm,Service desk,Customer service,Help desk,Ticketing system
Additional Skills & Qualifications:
• Relevant industry certifications (e.g., Microsoft certifications, ITIL, etc.).
• Experience driving process improvements and fostering collaboration.
• Understanding of modern Microsoft solutions such as the Power Platform and Copilot.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
-
Service Desk Manager
2 weeks ago
Spring, United States TEKsystems Careers Full time*Description:* *Mondays and Fridays Remote* *Tuesdays - Thursdays onsite in Spring, TX* The client is seeking a highly qualified and experienced professional to join their dynamic team on a long-term contract assignment. The ideal candidate will manage the daily operations of the service desk, ensuring that all service requests and incidents are resolved in...
-
Service Desk Manager
2 weeks ago
Spring, United States TEKsystems Full timeDescription: *Mondays and Fridays Remote* *Tuesdays - Thursdays onsite in Spring, TX* The client is seeking a highly qualified and experienced professional to join their dynamic team on a long-term contract assignment. The ideal candidate will manage the daily operations of the service desk, ensuring that all service requests and incidents are resolved in a...
-
Service Desk Manager
2 weeks ago
Spring, United States TEKsystems Full time*Description:* *Mondays and Fridays Remote* *Tuesdays - Thursdays onsite in Spring, TX* The client is seeking a highly qualified and experienced professional to join their dynamic team on a long-term contract assignment. The ideal candidate will manage the daily operations of the service desk, ensuring that all service requests and incidents are resolved in...
-
Service Desk Manager
2 weeks ago
Spring, United States TEKsystems Full timeDescription: *Mondays and Fridays Remote* *Tuesdays - Thursdays onsite in Spring, TX* The client is seeking a highly qualified and experienced professional to join their dynamic team on a long-term contract assignment. The ideal candidate will manage the daily operations of the service desk, ensuring that all service requests and incidents are resolved...
-
Service Desk Manager
2 weeks ago
Spring, Montgomery County, TX, United States TEKsystems Careers Full timeMondays and Fridays Remote* *The client is seeking a highly qualified and experienced professional to join their dynamic team on a long-term contract assignment. The ideal candidate will manage the daily operations of the service desk, ensuring that all service requests and incidents are resolved in a timely and efficient manner. They will execute an IT...
-
Service Desk Manager
2 weeks ago
Spring, Montgomery County, TX, United States TEKsystems Careers Full timeDescription:*Mondays and Fridays Remote*Tuesdays - Thursdays onsite in Spring, TX* The client is seeking a highly qualified and experienced professional to join their dynamic team on a long-term contract assignment. The ideal candidate will manage the daily operations of the service desk, ensuring that all service requests and incidents are resolved in a...
-
IT Service Desk Manager
11 hours ago
Silver Spring, Maryland, United States Visvero, Inc. Full timeJob SummaryWe are seeking a highly skilled IT Service Desk Manager to join our team at Visvero, Inc. The successful candidate will be responsible for supervising and coordinating activities of IT Service Desk Specialists, Coordinators or Technicians.Key ResponsibilitiesSupervise and coordinate activities of IT Service Desk Specialists, Coordinators or...
-
Silver Spring, United States 3M Consultancy Full timeJob DescriptionJob DescriptionJob Title: Service Desk Program ManagerLocation: Silver Spring, MD(Possibility for remote opportunity available)Duration: Full-time.The Position: This role serves as the contract manager and is responsible for the overall contract performance. The Program Manager coordinates the work activity of management and technical...
-
Service Desk
6 days ago
Silver Spring, United States Planet Fitness Full timeJob DetailsJob Location 116 Silver Spring - Silver Spring, MD Position Type Part Time Salary Range $17.15 - $17.15 Hourly Job Shift Any Job Category Customer Service DescriptionCompany & Benefits As one of the largest independently owned operators of Planet Fitness clubs, Ohana Growth Partners' core purpose is to inspire people to change their lives (and...
-
Service Desk Specialist- Onsite
4 days ago
Houston,TX-Richmond Ave, TX, United States Cognizant Full timeRole: Service Desk Specialist Location: Houston, Texas Roles & Responsibilities : We are seeking a highly skilled Technical Lead with demonstrated ability to join our team. The ideal candidate will have expertise in Incident Management Service Desk Service Now and Windows. Experience in the Cards & Payments domain is a plus. The role involves being...
-
Front Desk Associate
4 months ago
Spring, United States Roberts Communities Full timeThe Front Desk Associate serves as the initial point of contact for guests and visitors, delivering outstanding customer service and support. Responsibilities include managing check-in and check-out procedures, handling reservations, addressing inqui Front Desk, Front Desk Associate, Property Management, Customer Experience, Associate, Reservations, Hotel
-
Front Desk Associate
2 days ago
Spring, Texas, United States Roberts Resorts Full timeJob SummaryWe are seeking a highly skilled and customer-focused Front Desk Associate to join our team at Roberts Resorts & Communities. As the initial point of contact for guests and visitors, you will be responsible for delivering exceptional customer service and support.Key ResponsibilitiesGuest Services: Manage check-in and check-out procedures, handle...
-
Service Desk Analyst
2 weeks ago
New York, NY, United States TEKsystems Full timeDescription:One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital’s Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System’s 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone,...
-
Service Desk
2 weeks ago
Bellevue, WA, United States TEKsystems Full timePlease be aware of shifts available:Thursday - Monday 10:30am - 7pmThursday-Monday 8am - 4:30pmService Desk SupportTop Skills' DetailsExperience working in fast paced high call volume environmentCustomer Service OrientedServiceNow ExperienceJob Description:We are seeking a highly motivated, customer focused IT Service Desk Analyst to join the IT Service Desk...
-
Front Desk Coordinator
2 days ago
, TX, United States Mid Cities Psychiatry Full timeJob SummaryWe are seeking a highly organized and detail-oriented Front Desk Administrator to join our team at Mid Cities Psychiatry. As a key member of our administrative staff, you will be responsible for providing exceptional customer service to our patients and ensuring the smooth operation of our front desk.Key ResponsibilitiesScheduling and...
-
Service Desk Analyst
2 weeks ago
New York, NY, United States TEKsystems Full timeDescription:One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital’s Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System’s 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone,...
-
IT Service Delivery Manager
2 weeks ago
Silver Spring, Maryland, United States TEKsystems Full timeTEKsystems is seeking a highly qualified and experienced IT Service Delivery Manager to join our dynamic team on a long-term contract assignment. The ideal candidate will manage the daily operations of the service desk, ensuring that all service requests and incidents are resolved in a timely and efficient manner. They will execute an IT service delivery...
-
Service Desk Analyst
2 weeks ago
Baltimore, MD, United States TEKsystems Full timeDescription: Daily responsibilities include logging, tracking and resolving an average of 25 to 30 customer interactions per day. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of...
-
Front Desk Shift Manager
7 days ago
, MS, United States Hollywood Casino Gulf Coast Full timeJob SummaryWe are seeking a highly skilled and experienced Shift Manager to join our team at Hollywood Casino Gulf Coast. As a Shift Manager, you will be responsible for overseeing the daily operations of the Front Desk, ensuring exceptional customer service, and driving revenue growth.Key ResponsibilitiesSupervise and Manage Front Desk Staff: Provide...
-
Front Desk Shift Manager
7 days ago
, MS, United States Hollywood Casino Gulf Coast Full timeJob SummaryWe are seeking a highly skilled and experienced Shift Manager to join our team at Hollywood Casino Gulf Coast. As a Shift Manager, you will be responsible for overseeing the daily operations of the Front Desk, ensuring exceptional customer service, and driving revenue growth.Key ResponsibilitiesSupervise and Manage Front Desk Staff: Provide...
