Opportunity Description
Description
Our client is seeking an experienced IT Service Desk Manager to lead and elevate its IT support organization across multiple North American locations. This is a hands-on leadership opportunity for someone who enjoys building structure, improving processes, developing teams, and delivering exceptional customer service in a fast-paced, 24/7 operational environment.
The ideal candidate has experience implementing IT service management best practices, leading technical support teams, and driving continuous improvement through metrics, documentation, and operational excellence.
Key Responsibilities
+ Lead and mentor the IT Service Desk team, establishing accountability, performance expectations, and a customer-first culture.
+ Manage daily service desk operations, staffing, scheduling, escalations, and support coverage for a 24/7 environment.
+ Implement and optimize ITSM processes, including incident, request, problem, and ...
Our client is seeking an experienced IT Service Desk Manager to lead and elevate its IT support organization across multiple North American locations. This is a hands-on leadership opportunity for someone who enjoys building structure, improving processes, developing teams, and delivering exceptional customer service in a fast-paced, 24/7 operational environment.
The ideal candidate has experience implementing IT service management best practices, leading technical support teams, and driving continuous improvement through metrics, documentation, and operational excellence.
Key Responsibilities
+ Lead and mentor the IT Service Desk team, establishing accountability, performance expectations, and a customer-first culture.
+ Manage daily service desk operations, staffing, scheduling, escalations, and support coverage for a 24/7 environment.
+ Implement and optimize ITSM processes, including incident, request, problem, and ...
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