Service Desk Operations Manager
5 days ago
Encore Technologies is seeking a highly skilled Service Desk Operations Manager to lead our IT service desk team in Cincinnati, OH. As a key member of our organization, you will be responsible for overseeing all IT service-related efforts and ensuring high availability and support for all IT-related services.
Key Responsibilities:
- Manage the day-to-day operations of the IT service desk, including supervising a team of 3-5 members and coordinating with cross-functional teams.
- Establish and implement industry best practices for IT service desk operations, ensuring alignment with company goals and objectives.
- Develop and maintain IT service management processes, procedures, and policies to ensure efficient and effective service delivery.
- Collaborate with stakeholders to identify and prioritize business requirements, ensuring that IT services meet organizational needs.
- Provide coaching, training, and development opportunities to IT service desk staff to enhance their skills and performance.
- Monitor and analyze IT service desk metrics, identifying areas for improvement and implementing corrective actions as needed.
Requirements:
- Bachelor's degree in Computer Science or related field, or equivalent work experience.
- Minimum 3 years of experience in IT service management, preferably in a leadership role.
- Excellent communication, leadership, and problem-solving skills, with the ability to motivate and direct a team.
- Familiarity with IT service management frameworks, such as ITIL, and ability to apply them in a real-world setting.
About Encore Technologies:
Encore Technologies is an Equal Opportunity Employer, committed to diversity, equity, and inclusion. We believe that a diverse workforce enhances our ability to serve our clients and drive business results.
Estimated Salary Range: $60,000 - $80,000 per year, depending on experience and qualifications.
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