TLNT is hiring a
IT Service Desk Manager

Summary

A Microsoft-centric Managed Services Provider is seeking an IT Service Desk Manager to oversee help desk operations, transition to a live support model, implement ITIL practices, and lead the team. This is a remote opportunity for a US-based company.

Requirements

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent work experience)
• 5+ years of experience in IT service management, with a focus on help desk operations
• Proven experience in managing L1/L2 support teams
• Hands-on experience with ITIL implementation, particularly in incident, event, and problem management
• Certifications: ITIL Foundation certification required; advanced ITIL certifications are a plus
• Strong understanding of IT service management frameworks and best practices
• Excellent leadership and team management skills
• Strong communication skills with the ability to engage with both technical and non-technical stakeholders
• Analytical and problem-solving mindset, with attention to detail and a focus on continuous improvement

Responsibilities

• Manage the daily operations of the L1 and L2 help desk teams
• Transition the help desk to a live support model
• Implement ITIL practices, focusing on incident management, event management, and problem management
• Define, implement, and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Continuously assess and improve help desk processes and IT service delivery
• Lead, mentor, and develop the help desk team
• Act as the point of contact for escalated issues
• Evaluate and recommend tools for service management, incident tracking, and reporting

Preferred Qualifications

• At least one year of sales experience is preferred
• Experience with MSP tools (ConnectWise, Ninja, Kaseya)
• Familiar with Microsoft Modern Workplace

Benefits

• Competitive salary
• This is a full-time, long-term position
• The position is immediately available and requires entering into an independent contractor agreement
• Work from home
• Monday through Friday, 8am to 5pm (+/- 2 hour accepted) - CST