Information Technology Service Desk Manager

1 month ago


new york city brooklyn, United States Optomi Full time

Optomi, in partnership with our NY based client, are seeking a service-oriented leader with a passion for team development and operational excellence


The IT Service Desk Manager will lead the IT service desk team, ensuring high-quality, efficient support for employees across the organization.

The manager will focus on growing junior team members into senior roles, enhancing team performance, and driving a supportive service culture.


Key Responsibilities

Team Leadership & Development

  • Guide, mentor, and coach a team of service desk professionals, promoting skill development and career growth.
  • Develop junior team members for advancement into senior roles, with a track record of supporting employee progression.
  • Conduct performance reviews, set development goals, and provide feedback to help each team member reach their potential.


Service Desk Operations

  • Oversee daily service desk activities, ensuring prompt and effective handling of incidents, requests, and changes.
  • Track and manage incidents, drive change management processes, and identify areas for improvement.
  • Implement best practices to enhance service desk efficiency and promote continuous improvement.
  • Promote thorough documentation of incidents and resolutions for organization-wide accessibility.


Service-Oriented Approach

  • Cultivate a customer-focused, collaborative approach to issue resolution and problem-solving.
  • Serve as an escalation point for complex issues, ensuring they’re resolved with a service-focused mindset.


Qualifications and Skills

  • Leadership Experience: Proven ability to lead and develop IT service desk teams, with success in advancing junior staff.
  • Incident & Change Management: Experience in handling IT incidents and change management with a focus on improvement.
  • Service Mindset: Dedicated to providing a positive, user-focused support experience.
  • Humility & Empathy: Approachable and supportive in guiding both users and team members.


Education & Experience

  • Bachelor’s Degree in IT, Computer Science, or a related field (or equivalent experience).
  • 6+ years of IT Service Desk experience, with at least 3 years in a supervisory role.
  • Certifications such as ITIL or HDI are a plus.
  • Multilingual skills, particularly Spanish, are a plus to support a diverse team and Spanish-speaking employees across the organization


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