Service Desk Manager

4 weeks ago


Durham, North Carolina, United States AAC Full time
Service Desk Lead

Job Summary:

The Service Desk Lead will oversee the daily operations of the service desk, providing supervision and direction to service desk staff. This role will be responsible for managing events that impact desktops, network, system, or service support.

Key Responsibilities:

  • Provides daily supervision and direction to service desk staff.
  • Manages events that impact desktops, network, system, or service support.
  • Oversees the service desk operations, systems, tools, policies, procedures, and practices.
  • Creates and manages work schedules, and ensures staff adhere to process and policy requirements.
  • Advises and assists in the support of new system rollouts and upgrades.
  • Performs needs analysis, designs, develops, coordinates, and promotes computer education programs for staff.
  • May participate in planning and analysis efforts related to hardware/software deployment.
  • May participate in efforts to evaluate, test, and introduce new technology and approaches.

Requirements:

  • B.S. in Computer Science, Information Technology Management, or Engineering, or related field.
  • Four years of related experience may be substituted for the education degree requirement.
  • Minimum 4 years of experience managing and IT service desk or IT service desk teams.
  • Experience with ServiceNow or similar ticketing system.
  • Experience working on complex problems where analysis of situations or data requires an in-depth evaluation of various factors.
  • Must be able to effectively communicate with Government representatives both orally and in writing.

Work Environment:

This role will be fully onsite in Durham, North Carolina, and require eligibility to obtain a Public Trust.


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