The Information Technology Service Desk Manager oversees the daily operations of the Service Desk and Triage teams to ensure effective support and customer service. Responsibilities include supervising ticket creation, escalation, and resolution, providing technical guidance, and addressing escalations. The role involves reviewing team performance, delivering feedback, coaching team members, and fostering a customer-first service culture. The Supervisor ensures adherence to SOPs, supports new customer onboarding, reviews customer ticket history for chronic issues, and prepares reports to address concerns or trends. Collaboration with Service Delivery Managers and leadership is critical to resolving escalations and enhancing processes.
Qualifications include 5+ years of IT support experience, 2+ years in leadership, and proficiency with helpdesk tools and Microsoft backend technologies. Certifications like ITIL, Microsoft, Network+, and CCNA are desirable. The role requires strong communication, multitasking, and analytical skills, with limited travel and hybrid work flexibility.
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