IT Service Desk Manager
1 month ago
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 Service Desk technicians to provide timely and effective support to our customers.
- Develop and implement Service Level Agreements (SLAs) to ensure that our customers receive the highest level of service.
- Collaborate with other IT teams to ensure seamless support and service delivery.
- Monitor and analyze performance metrics to identify areas for improvement and implement changes to enhance service delivery.
- Provide training and coaching to Service Desk technicians to ensure they have the necessary skills and knowledge to provide exceptional support.
- Develop and maintain relationships with customers to ensure their needs are met and exceeded.
- 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 service desk technicians.
- Strong understanding of IT service management principles and practices.
- Excellent communication and interpersonal skills.
- Ability to analyze complex problems and develop effective solutions.
- Experience with help desk ticketing systems and managed services software.
- Certifications in IT service management, such as ITIL.
- Experience with cloud-based service desk platforms.
- Knowledge of IT service management frameworks and standards.
This is a full-time position, and the successful candidate will be required to work in our office located in Salt Lake City, Utah.
We offer 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, please submit your application, including your resume and a cover letter, to [insert contact information].
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