Service Desk Manager

TEKsystems•Monroe, OH

2d•$32 - $37•Onsite

About The Position

The IT Services Desk Supervisor is responsible for overseeing the daily operations of the IT Service Desk, ensuring high-quality technical support is delivered to end-users in a timely and efficient manner. S/he acts as the key liaison between the Service Desk team and other IT functions and plays a critical role in overseeing IT Service Management (ITSM) processes across Incident, Request Fulfillment, and Problem Management. The IT Services Desk Supervisor is accountable for the full incident lifecycle, drives proactive follow-up on aging tickets, and partners across teams to ensure service level commitments are achieved and exceeded. S/he will also leverage data analytics to identify trends, anticipate demands, and provide actionable insights into IT leadership.

Requirements

Service desk
Help desk
service delivery
itil
Ticketing system
Management skills
Technical support
process improvement

Responsibilities

Supervises and coordinates day-to-day activities of the IT Service Desk team
Monitors ticket queues, workload distribution, and SLA adherence to ensure timely issue resolutions
Provides leadership, coaching, and mentoring to Service Desk Analysts
Serves as an escalation point for complex or high-impact technical issues
Analyzes trends in issues and incidents to identify root causes and opportunities for improvement
Develops, documents, and maintains Service Desk procedures and knowledge base articles
Collaborates with other IT teams to escalate and resolves recurring or critical system problems
Facilitates onboarding and ongoing training to ensure team members are up to date with technologies and support practices
Prepares and delivers reports on Service Desk metrics, team performance, and opportunities for improvement
Establishes and maintains effective inventory control procedures to ensure IT resources align with business needs, delivering the right assets at the right time to avoid both excess and shortfall.
Manages relationships with vendors and service providers, ensuring they meet service level agreements and delivers quality services
Manages internet, voice, wireless, and conferencing services.
Supports the service deliveries at job sites limited to the Service Desk scope (workplaces, printers, mobile devices, etc.)
Oversees Service Desk support analysts, ensuring they are effectively supporting National offices’ needs and adhering to company standards
Develops and enforces standardized procedures and best practices for national support activities
Coordinates and manages travel for support analysts as needed to support business unit offices
Collaborates with key stakeholders, including executives, department leaders, and IT teams, to align services with organizational needs
Partners with business partners (BPs) to understand and capture demands for IT services, ensuring alignment with business objectives