Service Desk Manager

6 days ago


Washington, United States Empower Ai Inc. Full time
Job Title: Service Desk Manager

Empower AI Inc. is seeking a highly skilled Service Desk Manager to join our team. As a Service Desk Manager, you will be responsible for providing centralized information and support management services to handle queries and operational problems related to IT processes, policies, systems, and use.

Responsibilities:
  • Provide hardware and software support to end-users
  • Log and track problems, dispatch service technicians or parts as needed
  • Coordinate training and other IT-related issues
  • Improve ITD communication processes, offer support through multiple service-level channels
  • Shorten service response-time levels, manage end-user support requirements
  • Adopt relevant best practices, implement self-help services, end-to-end tracking
  • Improve asset management practices, increase "first contact" resolution rate
  • Reduce and eliminate unresolved calls after seven days and/or service level requirements
Qualifications:
  • Bachelor's degree in Information Systems or relevant field
  • PMP Certification, Agile Certification, ITIL 4+ Foundation Certification
  • Minimum 15 years data center services experience, technical, project, and operation management of service desk operations and asset management
About Empower AI:

Empower AI is an equal opportunity employer and affirms that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity.


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