Service Desk Manager

Fort Lauderdale, FL

Onsite  -  IT - Infrastructure / Network / Systems  -  Direct Placement  -  Job ID: 24-00434

Position: Service Desk Manager
Location: Fort Lauderdale, FL – Onsite
Duration: Direct Hire 
Compensation: $90,000 – 120,0000/yr. 
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.

Qualifications:

  • Bachelor's degree in Information Technology or a related field (or equivalent work experience).
  • Proven experience in IT service desk management, including team leadership and performance management.
  • Strong knowledge of ITIL framework and best practices.
  • Excellent interpersonal and communication skills.
  • Problem-solving and critical-thinking abilities.
  • Ability to work effectively under pressure and meet tight deadlines.
  • Familiarity with IT service management (ITSM) software and tools.
  • Certifications (preferred): ITIL Foundation Certification, CompTIA A+ or similar, HDI Support Center Manager.

Responsibilities: As a Service Desk Manager, you will be responsible for leading and managing our IT service desk team to ensure the efficient and effective delivery of IT support services to our organization. You will play a critical role in maintaining high levels of customer satisfaction and IT service quality while continuously improving the service desk's processes and operations.

Key Responsibilities:

  1. Team Leadership:

    • Lead and mentor a team of service desk technicians, including recruitment, training, performance evaluations, and career development.
    • Foster a collaborative and customer-focused team culture, promoting a positive work environment.
  2. Service Desk Operations:

    • Oversee daily service desk operations, ensuring prompt resolution of IT issues and requests in accordance with defined service level agreements (SLAs).
    • Monitor service desk metrics and KPIs to track team performance and identify areas for improvement.
    • Develop and implement service desk policies, procedures, and best practices.
  3. Customer Satisfaction:

    • Maintain a strong focus on customer satisfaction by actively seeking feedback, addressing customer concerns, and promoting a customer-centric mindset within the team.
    • Continuously improve customer support processes and communication to enhance the overall customer experience.
  4. Incident Management:

    • Manage and prioritize incident and service request queues, ensuring timely and appropriate responses.
    • Coordinate with other IT teams and vendors to resolve complex issues and escalate problems when necessary.
  5. Resource Management:

    • Manage service desk resources, including equipment, software, and tools, to ensure efficient service delivery.
    • Budget planning and cost control related to service desk operations.
  6. Continuous Improvement:

    • Identify opportunities for process improvement and implement changes to enhance service desk efficiency and effectiveness.
    • Stay current with industry best practices and emerging technologies to drive innovation within the service desk.
  7. Reporting:

    • Generate and present regular reports on service desk performance, including incident trends, resolution times, and customer feedback, to IT leadership.

 

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

 

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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