Service Desk Operations Manager
2 days ago
Job Description
S2i2 Inc is seeking a highly skilled Service Desk Operations Manager to oversee and manage the day-to-day operations of the Service Desk team. The ideal candidate will have strong technical knowledge, excellent problem-solving skills, and a proven ability to lead and mentor a team.
Responsibilities:
- Provide recommendations of functional and technical requirements for new Service Desk projects.
- Install, configure, and maintain ServiceNow and ServiceNow packages.
- Troubleshoot and resolve basic to complex issues and in cases where an issue cannot be resolved remotely, deliver troubleshooting steps and recommendations to Tier 2 or/and Tier 3 support team.
- Manage efforts using formal project management tools, IT Service Management methodologies, and standards.
Experience and Certification Requirements:
- 15 years of relevant experience.
- Project Management Professional (PMP) / Agile PM.
- CompTIA A+ within 6 months of onboarding.
- HD I-CSR, Microsoft 365: Modern Desktop Administrator Associate, OR ITIL 4+ Foundation Certification.
- Experience in managing Service Desk Operations - day to day operations.
- Experience leading a team responsible for addressing tickets in ServiceNow preferred.
About S2i2 Inc
S2i2 Inc is a growing company with a supportive and inclusive culture and many opportunities for professional development and growth. We have created a supportive, family-like work environment where contributions are recognized. Regular company updates and open lines of communication with leadership fosters collaboration within the company.
We are proud to include:
- Support to achieve professional certifications and degrees.
- Leadership that is accessible to all employees.
- Regular company updates including "Ed Talks" with the CEO.
- Client networking social engagements.
- Monthly team-building activities (past examples: Top Golf).
- Supporting our community - including veterans.
We are an equal opportunity employer and welcome applications from all qualified candidates.
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