We're seeking a proactive and experienced
Service Desk Manager to lead our service desk operations and ensure the delivery of exceptional IT support across the organization. This role is ideal for a strategic leader who thrives in a fast-paced environment, excels at team development, and is passionate about driving service excellence through continuous improvement.
Key Responsibilities: - Team Leadership & Development:
Lead, mentor, and develop a high-performing team of service desk analysts. Foster a culture of accountability, collaboration, and customer-centric support.
- Service Desk Operations:
Oversee daily operations using ITSM tools (e.g., ServiceNow) and ITIL best practices. Manage the full service lifecycle including incident, request, change, and knowledge management.
- Escalation & Issue Resolution:
Act as the primary escalation point for complex or high-impact technical issues, ensuring timely and effective resolution.
- Performance & Metrics Management:
Define, monitor, and report on key performance indicators (KPIs) such as resolution times and customer satisfaction. Use data to identify trends and drive service improvements.
- Process Optimization:
Continuously refine workflows, escalation protocols, and service request categorizations to enhance efficiency and service quality.
- Cross-Functional Collaboration:
Partner with infrastructure, cybersecurity, and application teams to ensure seamless and secure IT service delivery.
- Compliance & Documentation:
Ensure adherence to IT policies and procedures, including incident response, change management, and access governance.
Qualifications: - Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 5+ years of IT support experience, with at least 3 years in a leadership or managerial role.
- Strong understanding of ITSM frameworks (e.g., ITIL) and help desk platforms like ServiceNow.
- Excellent leadership, communication, and problem-solving skills.
Preferred Skills & Competencies: - Advanced technical troubleshooting
- Escalation and incident management
- End-user training and support
- Patch and upgrade management
- Experience with cybersecurity tools and identity access management (e.g., SailPoint)
This will be on-site daily, Monday through Friday, in the Plainsboro area.
