Service Desk Manager

The Service Desk Manager will manage a team of Service Desk Analysts and IT support personnel, ensuring efficient resolution of technical issues, optimal user experience, and adherence to ITIL best practices for GTI staff across all locations.

Requirements

• 4+ years of experience in IT service management, with at least 2 years in a leadership role
• Strong knowledge of ITIL frameworks; ITIL certification (Foundation or higher) is preferred
• Experience with IT Service Management platforms
• Strong leadership, team management and customer service skills
• Excellent problem-solving abilities and a proactive approach to IT service improvement
• Experience managing vendors, contracts, and SLAs
• Excellent judgment and the ability to operate with little oversight
• Resourceful and responsive to employee’s needs, with excellent communication skills, both written and verbal

Benefits

• Competitive pay
• Discretionary annual incentive program driven by organization and individual performance
• Paid time off