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IT Service Desk Manager

2 months ago

North Bergen, New Jersey, United States In Technology Group Inc (US) Full time
About the Role

We are seeking a highly skilled and experienced IT Service Desk Manager to join our team at In Technology Group Inc (US). As a key member of our organization, you will be responsible for overseeing the daily operations of our service desk team, ensuring that our clients receive timely and effective technical support.

Key Responsibilities
  • Team Leadership: Lead, mentor, and manage a team of helpdesk analysts, ensuring high performance and professional growth.
  • Service Desk Operations: Oversee the service desk operations to ensure efficient and effective resolution of client issues.
  • Process Development: Develop and implement service desk policies, procedures, and best practices.
  • Performance Monitoring: Monitor and report on service desk performance metrics, making recommendations for improvement.
  • Client Support: Handle escalated client issues and ensure they are resolved promptly and satisfactorily.
  • Collaboration: Collaborate with other departments to enhance service delivery and client experience.
  • Industry Expertise: Stay current with industry trends and technologies to ensure the service desk remains competitive and effective.
Requirements
  • Leadership Experience: Proven experience as a Service Desk Manager or in a similar leadership role within an MSP environment.
  • Technical Background: Strong technical background with expertise in Windows and Mac operating systems, networking, and common business applications.
  • Soft Skills: Excellent leadership, communication, and interpersonal skills.
  • Problem-Solving: Ability to manage multiple priorities in a fast-paced environment.
  • Certifications: Experience with ITIL or similar service management frameworks is a plus. Relevant certifications (e.g., ITIL, CompTIA, Microsoft Certified Professional) are desirable.
What We Offer
  • Competitive Salary: Competitive salary up to $85,000 per year.
  • Performance Bonus: Performance bonus.
  • Flexible Work Environment: Flexible hybrid work environment.
  • Professional Growth: Opportunities for professional growth and career advancement.
  • Benefits: Comprehensive health, dental, and vision insurance. Paid time off and holidays. Retirement plan with company match.