IT Service Desk Manager

3 days ago

Salt Lake, Utah, United States Western Governors University Full time
Job Summary

We are seeking a highly skilled and experienced IT Service Desk Manager to join our team at Western Governors University. As a key member of our IT department, you will be responsible for leading our Service Desk team and ensuring that our customers receive exceptional support and service.

Key Responsibilities
  • Lead and manage a team of IT Service Desk technicians to ensure timely and effective resolution of customer issues.
  • Develop and implement Service Level Agreements (SLAs) to ensure that customer expectations are met.
  • Collaborate with other IT teams to ensure seamless integration and support of our services.
  • Monitor and analyze customer feedback to identify areas for improvement.
  • Develop and implement training programs to ensure that team members have the necessary skills and knowledge to provide excellent customer service.
  • Ensure that all customer interactions are handled in a professional and courteous manner.
  • Develop and maintain relationships with key stakeholders to ensure that customer needs are met.
  • Stay up-to-date with industry trends and best practices to ensure that our Service Desk is providing the highest level of service.
Requirements
  • 5+ years of experience in IT service management, with a focus on Service Desk operations.
  • Proven track record of leading and managing a team of IT professionals.
  • Excellent communication and interpersonal skills.
  • Ability to analyze complex problems and develop effective solutions.
  • Strong knowledge of IT service management frameworks and best practices.
  • Ability to work in a fast-paced environment and prioritize multiple tasks and projects.
What We Offer

Western Governors University offers a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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