Job Description

Position Title: Service Desk Manager (US Citizens Only)

Location: Remote

We are currently seeking candidates who meet the following qualifications:

Key Responsibilities:

• Manage and lead the service desk team, providing guidance, training, and support.
• Develop and implement service desk policies, procedures, and best practices.
• Monitor and analyze service desk performance metrics, ensuring timely resolution of incidents and service requests.
• Collaborate with other IT teams to ensure seamless support and service delivery.
• Handle escalated issues and provide high-level technical support when necessary.
• Maintain and update the knowledge base for common issues and solutions.
• Ensure compliance with service level agreements (SLAs) and customer satisfaction targets.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience as a Service Desk Manager or similar role.
• Strong knowledge of IT service management (ITSM) frameworks and best practices.
• Excellent leadership and team management skills.
• Strong problem-solving and decision-making abilities.
• Ability to work independently and as part of a team.
• Excellent communication and interpersonal skills.
• ITIL certification or equivalent.
• Experience with service desk software and tools.
• Federal Experience is a plus.
• Required Security clearance.
  
  
  If you meet these qualifications, please submit your application via link provided in Linkedin.
  Kindly do not call the general line to submit your application.

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