IT Service Desk Manager

Overview: We are seeking an experienced IT Service Desk Lead , Onsite in NYC , to oversee and enhance our service desk operations. This role will require an in-depth understanding of ITIL best practices, strong leadership skills, and the ability to collaborate effectively with various IT teams to provide top-tier support to end-users. The IT Service Desk Lead will be responsible for optimizing processes, managing technical issues, and ensuring customer satisfaction through efficient ticket management.

Key Responsibilities:

• Apply ITIL frameworks to implement changes based on organizational priorities and needs.
• Lead and mentor the IT Service Desk team, providing support and guidance under the direction of senior leadership.
• Assist in the upkeep of the help desk ticketing system, ensuring proper prioritization and tracking of incoming requests.
• Deliver technical support to users, ensuring timely resolution and maintaining high customer satisfaction levels.
• Contribute to the creation and upkeep of documentation for hardware/software configurations, procedures, and processes.
• Collaborate with cross-functional IT teams to troubleshoot and resolve complex technical issues.
• Identify process bottlenecks and propose enhancements to improve service desk operations.
• Monitor and ensure adherence to service level agreements (SLAs), escalating issues when necessary.
• Manage and prioritize service desk issues, ensuring they are routed to the right teams for resolution.
• Regularly track and report on key performance indicators (KPIs) for service desk performance.
• Develop and nurture the professional growth of service desk team members.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• Strong knowledge of ITIL standards and best practices.
• Proven leadership abilities, with experience managing or mentoring teams.
• Experience with help desk ticketing systems and managing service requests.
• Excellent problem-solving skills and the ability to troubleshoot technical issues efficiently.
• Ability to work collaboratively with technical and non-technical teams.
• Strong written and verbal communication skills.

This position offers the opportunity to make a significant impact on service delivery and drive process improvements in a growing organization. If you have a passion for technology and leadership, we encourage you to apply!