IT Service Desk Manager

4 days ago


Reston, Virginia, United States BIOWORLD MERCHANDISING Full time

Job Summary:

We are seeking a highly skilled IT Service Desk Manager to join our team at BioWorld Merchandising. The successful candidate will be responsible for leading our Service Desk team and ensuring outstanding service delivery to the company.

Key Responsibilities:

  • Lead the Service Desk team and develop strategies to improve day-to-day operations
  • Monitor and mentor team members to deliver quality support and ensure customer satisfaction
  • Develop and implement procedures to reduce incidents and improve IT infrastructure operations
  • Collaborate with the IT team to identify process improvements and optimize system performance
  • Provide technical assistance and support to employees and customers
  • Manage and document all actions and solutions in the ticketing system
  • Respond to requests via email, phone, or remote assistance tools
  • Maintain inventory of company computer equipment and peripherals

Requirements:

  • Bachelor's degree and/or 5+ years of related work experience
  • Current certifications in MSCE, VCP, or CCNA, ITIL is a plus
  • Strong attention to detail, organizational, and time management skills
  • Excellent communication and customer service skills

Work Environment:

Our corporate office is open Monday through Friday, 9:00am-6:00pm CST.



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