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Service Desk Manager and Local Site Operations Leader

2 months ago

Dallas, United States Workforce Opportunity Services Full time
Job Summary

We are seeking a highly skilled and experienced professional to fill the role of Service Desk Manager and Local Site Operations Leader at Workforce Opportunity Services. This is a unique opportunity to lead a team of IT professionals and manage the daily operations of multiple clients' service desks, ensuring the delivery of high-quality IT support services.

Key Responsibilities
  • Service Desk Management:
    • Lead and manage service desk operations, ensuring SLAs are met and service desk team members are supervised and mentored.
    • Develop, implement, and maintain service desk policies, procedures, and best practices.
  • Client Management:
    • Serve as the primary point of contact for clients regarding service desk operations.
    • Regularly communicate with clients to assess their needs, address concerns, and provide updates on service desk performance.
  • Performance Monitoring and Reporting:
    • Track and analyze service desk performance metrics, identifying areas for improvement.
    • Prepare and present detailed reports on service desk activities, trends, and performance to clients and senior management.
  • Local Site Management:
    • Oversee the daily operations of the local site, ensuring a safe, positive, efficient, and productive work environment.
    • Coordinate with facilities management to ensure the site is well-maintained and compliant with safety regulations.
Requirements
  • Candidate Profile:
    • Authorized to work in the United States.
    • Bachelor's degree in Information Technology, Business Management, or a related field.
    • Minimum of 7 years of experience in IT service management, with at least 5 years in a leadership role.
  • Skills and Qualifications:
    • Strong leadership and team management skills, with the ability to inspire and motivate staff.
    • Excellent client management skills, with a focus on building and maintaining strong relationships.
    • Proficient in ITIL practices and other relevant IT service management frameworks.
What We Offer
  • Benefits:
    • Free individual health insurance.
    • Paid vacation.
    • Paid company holidays.
    • Education assistance/reimbursement (toward first degree - Bachelor's/Associate's).
    • Individual mentor.
    • 401(k) retirement savings.