IT Service Desk Manager

2 weeks ago


Carrollton Texas, United States MB2 Dental Full time
Job Summary

We are seeking a highly skilled Service Desk Supervisor to oversee the day-to-day operations of our Service Desk team at MB2 Dental. The successful candidate will be responsible for supervising a team of support professionals, ensuring timely and accurate solutions to end-users, and driving process improvements to enhance team efficiency and effectiveness.

Key Responsibilities
  • Supervise a team of support professionals to handle user inquiries, troubleshoot problems, and provide solutions.
  • Develop and implement process improvements to streamline workflows and enhance team efficiency.
  • Train team members on service desk systems, processes, tools, and procedures.
  • Monitor and track key metrics, such as request queue length, response times, and resolution rates.
  • Act as an escalation point for critical issues and facilitate final resolutions.
Requirements
  • 3 years of experience in a related area as an individual contributor and a demonstrated solid understanding of the functional domains.
  • Strong technical background with common IT systems, software, and troubleshooting methodologies.
  • Excellent communication skills, both written and verbal.
  • Ability to think critically and solve problems efficiently.
Preferred Qualifications
  • 3+ years of experience as a Help Desk Supervisor in dental healthcare.
  • ITIL Certified (Information Technology Infrastructure Library).
  • CompTIA A+.
  • Network+.


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