IT Service Desk Manager

Full-time

Description

Position Summary :

The IT Service Desk Manager is responsible for leading and managing the day-to-day operations of the IT Service Desk to ensure timely high-quality technical support for associates across the organization. This role oversees the Service Desk team defines support processes and ensures service level agreements (SLAs) are met. The Service Desk Manager serves as the primary escalation point for complex technical issues drives continuous improvement initiatives and ensures customer satisfaction through effective communication and problem resolution.

Essential Duties and Responsibilities :

• Supervise coach and develop Service Desk staff to ensure high performance professional growth and effective service delivery.
• Manage day-to-day Service Desk operations ensuring adherence to SLAs and KPIs.
• Establish maintain and enforce incident management request fulfillment and escalation procedures.
• Monitoring queues and conducting quality control to improve procedures.
• Evaluate documented resolutions and analyze trends to prevent future problems.
• Point of contact for escalated tickets.
• Ensure timely and effective resolution of incidents minimizing business disruption.
• Develop and implement best practices standard operating procedures and knowledge base articles to improve efficiency and consistency.
• Oversee the use and optimization of IT service management (ITSM) tools and ticketing systems.
• Research evaluate and deploy new desktop technology solutions ensuring consistency with overall technology standards strategy and operational requirements.
• Communicate effectively with staff and end users to set expectations provide updates and ensure transparency.
• Partner with other IT leaders and business stakeholders to align support services with organizational goals.
• Able to work outside regular business hours approximately 2-3 times per month.
• Other duties as assigned.

Requirements

Knowledge Skills and Abilities :

Technical Skills Required :

Soft Skills Required :

Qualifications :

Additional Comments :

AD is proud to be an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race religion gender gender identity sexual orientation national origin age military or veteran status disability or any other characteristic protected by applicable law. At AD we support a collaborative and inclusive environment. We value open participation from individuals with different ideas experiences and perspectives which we believe make AD a better place to work.

Required Experience :

Manager

Key Skills

Editorial,Catering,B2C,Camp,Computer Engineering

Employment Type : Full-Time

Experience : years

Vacancy : 1