Service Desk Manager 5577
Service Desk Manager 5577
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Salary Not Disclosed
1 Vacancy
Job Description
AsService Desk Manager youll oversee Service/Help Desk operations and ensure the delivery of highquality support services. This role involves managing the team and processes for service requests incidents and problems in alignment with ITIL best practices. The ideal candidate will lead a 24/7/365 Service Desk operation driving efficiency customer satisfaction and continuous improvement across IT support services.
We know that you cant have great technology services without amazing people. At MetroStar we are obsessed with our people and have led a twodecade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people we live by our mission: A passion for our people. Value for our customers.
If you think you can see yourself delivering our mission and pursuing our goals with us then check out the job description below!
What youll do:
- Monitor and prioritize incoming service requests incidents and problems to ensure timely resolution.
- Coordinate and manage shift schedules to maintain 24/7/365 Service Desk coverage.
- Track and analyze performance metrics identifying areas for improvement and implementing solutions.
- Serve as the primary escalation point for highseverity incidents coordinating resolution efforts across teams.
- Conduct regular team meetings and training sessions to enhance skills and maintain alignment with goals.
- Update and maintain knowledge base articles to support endusers and Service Desk analysts.
- Collaborate with IT teams to resolve recurring issues and improve system reliability.
- Prepare reports on Service Desk performance including SLA adherence ticket resolution times and customer satisfaction scores.
What youll need to succeed:
- Active DoD Secret security clearance
- Bachelors Degree from an accredited college or university 8years of relevant experience.
- 7 years overseeing Service Desk operations including service request incident & problem ITIL processes.
- 3 years experience managing a 24/7/365 Service Desk supporting 15K Users.
- You currently hold the following certifications: ITIL4 Practice Manager: Plan Implement and Control and HDI Technical Service Professional
- Experience with Service Desk management tools such as ServiceNow Jira Service Management or similar platforms.
- Excellent communication and collaboration skills.
- Strong customer service orientation and the ability to build positive relationships with stakeholders.
- Ability to manage multiple priorities and deliver results in a fastpaced environment.
Like we said we are big fans of our people. Thats why we offer a generous benefits package professional growth and valuable time to recharge. Learn more about our company culture code and benefits. Plus check out our accolades.
Commitment to NonDiscrimination
All qualified applicants will receive consideration for employment based on merit and without regard to sex race ethnicity age national origin citizenship religion physical or mental disability medical condition genetic information pregnancy family structure marital status ancestry domestic partner status sexual orientation gender identity or expression veteran or military status status as a protected veteran or any other status protected by applicable federal state local or international law.
What we want you to know:
In compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
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Required Experience:
Manager
Employment Type
Full Time
