IT Service Desk Manager

4 days ago


Brunswick, Georgia, United States ValidaTek Full time
Job Summary

At ValidaTek, we are seeking a skilled Service Desk Manager to join our team of technical experts. As a Service Desk Manager, you will play a critical role in ensuring the smooth operation of our IT services, providing exceptional support to our customers, and driving continuous process improvement.

Key Responsibilities
  • Manage and optimize incident and problem management processes to minimize the impact on business operations.
  • Detect, classify, and analyze recurring incidents as problems, conducting root cause analysis and problem review sessions with stakeholders.
  • Plan and coordinate incident and problem management activities, ensuring timely and effective resolution.
  • Act as a primary point of contact for major incidents, managing client relationships and expectations.
  • Collaborate with the team to implement and enhance ITIL processes and procedures.

Requirements
  • 6+ years of experience in service desk management, technical support, and IT operations.
  • Strong technical knowledge and skills in incident and problem management.
  • Excellent communication and interpersonal skills, with the ability to work with senior government personnel.
  • Ability to pass a federal background investigation.

About ValidaTek

ValidaTek is a leading provider of IT services to federal civilian and defense agencies. We are committed to delivering high-quality solutions that meet the evolving needs of our customers.
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