Remote IT Service Desk Manager

Summary

Join a Microsoft-centric Managed Services Provider as an IT Service Desk Manager, overseeing Help Desk operations, implementing ITIL practices, and leading team management.

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
• 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, ensuring timely and effective resolution of incidents and service requests
• Lead the transition of the help desk to a live support model, ensuring smooth implementation and integration with existing processes
• Establish and maintain processes to manage the lifecycle of incidents, ensuring minimal disruption to business operations
• Implement proactive event management to monitor critical services and identify potential issues before they impact users
• Develop problem management processes to identify, analyze, and resolve root causes of recurring issues, reducing overall incident volume
• Define, implement, and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure help desk performance meets business expectations
• Continuously assess and improve help desk processes and IT service delivery using feedback, performance data, and ITIL best practices
• Lead, mentor, and develop the help desk team, providing guidance and support to ensure high performance and professional growth
• Act as the point of contact for escalated issues, communicating with internal stakeholders on service performance, incident resolution, and improvement plans
• Evaluate and recommend tools for service management, incident tracking, and reporting to enhance efficiency and user satisfaction

Benefits

• Competitive salary
• Full-time, long-term position
• Work from home
• Monday through Friday, 8am to 5pm (+/- 2 hour accepted) - CST