Service Desk Manager

What You’ll Do:

As the Service Desk Manager, you will lead the charge in defining, designing, and analyzing our service desk operations according to ITIL best practices. You will balance strategic capacity planning with hands‑on technical escalation support for end‑users, new hires, and executive leadership.

Lead & Mentor: Oversee daily Service Desk operations, manage scheduling, and prioritize activities. Supervise, coach, and develop professional growth opportunities for your team.

Process Ownership: Act as the ITSM Incident Management Process Owner . Draft, maintain, and continuously improve policies, standards, and our knowledge base.

Technical Escalation: Serve as the senior technical escalation point, coordinating the diagnosis and resolution of complex tier 1 and tier 2 support issues.

Data‑Driven Improvement: Set and meet continuous improvement goals against key performance indicators (KPIs), using performance analysis to build proactive resolution plans.

Stakeholder Alignment: Meet regularly with business stakeholders and customers to assess satisfaction and ensure high availability and service quality.

What You’ll Bring:

We are looking for a leader who balances strong technical acumen with exceptional organizational skills and a sense of urgency.

Languages: Highly proficient in English and Spanish.

Minimum of 5 years managing and directing teams (experience with remote/global teams is highly preferred).

Minimum of 2 years managing or administering service desk software. Strong IT skills with the ability to resolve tier 1/2 user issues.

Experience with MS Office solutions and Microsoft Intune is highly desirable.

Bachelor’s degree or equivalent practical experience in Business Management, IT Management, or Customer Service.

Skills:

• Exceptional communication skills, strong delegation capacity, and the ability to build productive working relationships across all levels of the organization.

Benefits:

• Major Medical Insurance
• Exclusive travel benefits and discounts