Service Desk Manager

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

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.