Service Desk Manager

4 weeks ago


Raleigh, North Carolina, United States American Addiction Centers Full time
Service Desk Lead Job Description

Job Summary: We are seeking a highly skilled Service Desk Lead to oversee the daily operations of our service desk team. The successful candidate will be responsible for providing direction and supervision to service desk staff, ensuring that all service desk operations run smoothly and efficiently.

Key Responsibilities:

  • Provide daily supervision and direction to service desk staff
  • Oversee service desk operations, systems, tools, policies, and procedures
  • Manage work schedules and ensure staff adhere to process and policy requirements
  • Serve as Incident Manager responsible for managing events that impact desktops, network, system, or service support
  • Advise and assist in the support of new system rollouts and upgrades
  • Perform needs analysis, designs, develops, coordinates, and promotes computer education programs for staff

Requirements:

  • Bachelor's degree in Computer Science, Information Technology Management, or related field
  • Minimum 4 years of experience managing an IT service desk or IT service desk teams
  • Experience with ServiceNow or similar ticketing system
  • Ability to effectively communicate with Government representatives both orally and in writing
  • Experience successfully fulfilling requests and meeting SL

Working Conditions: This role will be fully onsite in Raleigh, North Carolina and require eligibility to obtain a Public Trust.



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