Service Desk Manager (IT Service Desk)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Service Desk Manager (IT Service Desk): Managing daily service desk operations and supervising technical support for federal contract users with an accent on service quality, staff performance, and compliant handling of user issues. Focus on leading support teams, improving training and performance plans, coordinating hardware and software troubleshooting, and maintaining service request documentation.
Location: United States; travel to client locations is required. Applicants must be U.S. citizens or authorized to work full time in the United States. Public Trust or Suitability Determination eligibility is required, and sponsorship is not available.
Company
delivers technology-enabled consulting and transformation solutions across defense, civilian, and homeland security sectors.
What you will do
- Supervise and direct staff responsible for daily service desk operations.
- Oversee phone and in-person support for email, directories, Windows desktop applications, and contract-related applications.
- Manage first-line troubleshooting for PC hardware, software, printers, and peripherals.
- Monitor service requests and trouble items through an issue-tracking system.
- Develop employee training and performance improvement plans.
- Maintain service quality and compliance when handling Controlled Unclassified Information.
Requirements
- At least 5 years of experience managing an IT service desk.
- Associate degree or equivalent additional experience.
- CompTIA A+ and ITIL v4 Foundations certifications.
- Strong knowledge of desktop and laptop hardware, peripherals, Windows 10, macOS, and common office applications.
- Experience with issue-tracking systems such as ServiceNow.
- Demonstrated leadership, communication, problem-solving, and research skills.
Nice to have
- Additional experience with ServiceNow.
Culture & Benefits
- Medical, dental, and vision coverage.
- 401(k) retirement plan.
- Life insurance and short- and long-term disability coverage.
- Paid time off and family leave.
- Training and professional development opportunities.
- Equal-opportunity workplace focused on collaboration, inclusion, and professional growth.
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