Geforderte Skills
Jobbeschreibung
Contract to Perm opening for a Service Desk Manager to lead daily IT support operations, manage a team of service desk professionals, and ensure high-quality technical support across a large organization. This role oversees Tier 1 support, third-party call center operations, ITSM processes, and service delivery performance while driving continuous improvemen
Project overview
Contract to Perm opening for a Service Desk Manager to lead daily IT support operations, manage a team of service desk professionals, and ensure high-quality technical support across a large organization. This role oversees Tier 1 support, third-party call center operations, ITSM processes, and service delivery performance while driving continuous improvement and customer satisfaction.
Key Responsibilities
Required Qualifications
Preferred Qualifications
Job Facts: Contract W2 | 6 Months | On-site | $32 - $38/hr
Skills: Service Desk, ITSM, ITIL
Reference: Dice Id: 10333893 | Position Id: 9124238
- Lead daily IT Service Desk operations across phone, walk-in, and online support channels.
- Manage, coach, and develop service desk technicians and support staff.
- Oversee third-party call center vendors, service-level agreements (SLAs), and performance metrics.
- Monitor KPIs, ticket resolution times, and customer satisfaction to improve service delivery.
- Manage ITSM platforms, ticketing workflows, reporting, and self-service resources.
- Resolve escalated support issues and collaborate with Tier 2/3 technical teams.
- Develop training programs, onboarding procedures, and support documentation.
- Identify opportunities to streamline processes and improve operational efficiency.
- Bachelor's degree in a related field or equivalent professional experience.
- 3+ years of experience in IT support, service desk management, or a related leadership role.
- Strong understanding of IT Service Management (ITSM) principles and ITIL best practices.
- ITIL certification or hands-on experience implementing ITIL-based processes.
- Proven experience supervising, mentoring, and developing technical support teams.
- Experience managing service desk performance, ticketing systems, SLAs, and escalations.
- Strong communication, problem-solving, and customer service skills.
- Experience supporting IT operations in higher education or a university environment.
- Experience managing student workers or part-time technical support staff.
- Familiarity with TeamDynamix, ServiceNow, or similar ITSM platforms.
- Experience overseeing outsourced service desk or call center vendors.
Project details
- Start: flexible
- Duration: 6 Months
- Remote: onsite
- Location: Stephenville, TX, US, US
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