Senior IT Service Desk Manager

Job Title: Senior IT Service Desk Manager

Location: Remote (Occasional travel to Charlottesville VA or Stuart FL)
Employment Type: Long-Term Contract

About the Role:

Concept is that this person has to watch over the desk- Helping to provision users login issues Desktop issues - onboarding reporting provided L1 support structure talking to business users understanding their problems etc extremely customer facing.

Less technical more leadership strategy direct

POSITION PURPOSE:

We are seeking a passionate and strategic Sr IT Service Desk Leader to transform the Operational support of our end users and internal teams.

We are seeking a dynamic and experienced Senior IT Service Desk Manager to lead and elevate our IT Service Desk operations. This critical role will oversee a comprehensive range of responsibilities including Level 1 (L1) and Level 2 (L2) incident resolution Identity and Access Management (IAM) end-user support desktop and software provisioning license management IT Service Management (ITSM) processes telephony support and critical incident management.

As the primary IT and user-facing contact for the organisation this leader will collaborate across teams drive operational excellence and ensure a proactive shift-left approach to service delivery. The role also requires strong expertise in Jira the Microsoft cloud ecosystem and process and technical automation. Managing a mix of local resources and offshore contractors the ideal candidate will bring technical expertise exceptional communication skills and a results-driven mindset.

PRIMARY DUTIES AND RESPONSIBILITIES:

Service Desk Leadership & Operations

• Oversee and manage the IT Service Desk team including local and offshore resources to provide exceptional L1 and L2 support.
• Monitor analyse and improve service desk performance metrics and SLAs to ensure prompt and effective resolution of incidents and service requests.
• Implement a proactive shift-left strategy to reduce recurring issues and improve first-call resolution rates.

Identity and Access Management (IAM)

• Lead IAM processes to ensure secure and efficient provisioning de-provisioning and access management for all systems and applications.
• Collaborate with security teams to enforce policies and compliance standards.

End-User Support & Desktop Services

• Oversee desktop and end-user support including hardware software and peripheral devices.
• Manage software provisioning desktop software procurement and license compliance.
• Optimise procurement strategies to align with budgetary constraints while maintaining operational excellence.

ITSM Processes & Governance

• Establish and enforce ITSM processes including incident problem change and request management.
• Drive governance initiatives to ensure alignment with organisational goals and compliance with standards.
• Ensure integration of ITSM tools with other platforms for better operational insights and efficiency.
• Ensure effective use of Jira dashboards reports and integrations to improve visibility and team performance.
• Develop deliver and maintain quarterly business reviews sharing strategic KPIS and associated action plans

Microsoft Cloud Ecosystem Expertise

• Manage and optimise services across Microsofts cloud ecosystem including Office 365 Azure and Intune.
• Drive adoption of Microsoft tools to streamline workflows and enhance collaboration.

Automation Initiatives

• Lead efforts to identify and implement process and technical automation to improve efficiency and reduce manual effort.
• Collaborate with technical teams to integrate automation solutions within service desk operations.

Emerging Trends and Best Practices

• Stay updated on industry trends and emerging technologies in IT service management and end-user computing.
• Recommend and implement best practices to enhance the service desks capabilities and relevance in a rapidly evolving landscape.

MINIMUM REQUIREMENTS OR QUALIFICATIONS: (To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

• Bachelors degree in information technology Computer Science or related field
• 8 years of experience in IT service desk management or related roles with 3 years in a senior leadership position
• Strong technical skills across service desk platforms IAM desktop support telephony systems and ITSM tools
• Proven experience with Jira software suite and Microsoft cloud ecosystem (Office 365 Azure Intune).
• Expertise in ITSM frameworks including ITIL (certifications preferred).
• Experience implementing process and technical automation within IT operations.
• Proven experience managing offshore contractors and distributed teams
  
• Exceptional communication problem-solving and leadership abilities
• Demonstrated ability to drive process improvements and instil a proactive customer-first mindset.