Service Desk Manager

8 hours ago


Durham, North Carolina, United States American Addiction Centers Full time
Service Desk Lead Job Description

Job Summary: We are seeking a highly skilled Service Desk Lead to oversee the daily operations of our service desk team. The successful candidate will provide supervision and direction to service desk staff, ensuring excellent customer service and technical support to our users.

Key Responsibilities:

  • Supervise and direct service desk staff to ensure timely and effective resolution of technical issues.
  • Oversee service desk operations, including systems, tools, policies, and procedures.
  • Manage work schedules and ensure staff adhere to process and policy requirements.
  • Act as Incident Manager, responsible for managing events that impact desktops, network, system, or service support.
  • Advise and assist in the support of new system rollouts and upgrades.
  • Perform needs analysis, designs, develops, coordinates, and promotes computer education programs for staff.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology Management, or Engineering, or related field.
  • Minimum 4 years of experience managing an IT service desk or IT service desk teams.
  • Experience with ServiceNow or similar ticketing system.
  • Ability to effectively communicate with Government representatives both orally and in writing.
  • Experience successfully fulfilling requests and meeting SLAs.

Work Environment: This role will be fully onsite in Durham, North Carolina, and requires eligibility to obtain a Public Trust.



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