Service Desk Operations Manager

5 days ago


Charlotte, North Carolina, United States TEKsystems Full time
Job Summary

We are seeking a highly skilled Service Desk Manager to lead our IT Service Desk team. The successful candidate will be responsible for managing the day-to-day operations of the service desk, ensuring that incidents and activities are resolved efficiently and effectively.

Key Responsibilities
  • Manage and coordinate the activities of the service desk team to ensure that service level agreements (SLAs) are met.
  • Develop and implement processes and procedures to improve service desk efficiency and effectiveness.
  • Monitor and analyze service desk performance metrics to identify areas for improvement.
  • Provide coaching and guidance to service desk team members to ensure they have the necessary skills and knowledge to perform their roles effectively.
  • Collaborate with other teams, such as IT and operations, to ensure that service desk activities are aligned with overall business objectives.
Requirements

To be successful in this role, you will need:

  • 2-3 years of experience managing a large service desk team.
  • Excellent customer service and communication skills.
  • Ability to analyze data and make informed decisions.
  • Strong leadership and coaching skills.
  • Experience with call center software and tools.
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced service desk manager looking for a new challenge, please apply today.



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