Information Technology Service Desk Manager

IT Service Desk ManagerOptomi, in partnership with an industry leader within the Education industry, is seeking an experienced IT Service Desk Manager for their Brooklyn, NY team! The IT Service Desk Manager will be responsible for leading, shaping, and solving different IT Help Desk members. Working with operational, application and engineering experts to develop, implement and maintain services, monitoring, reporting.What the right candidate will enjoy:Direct Hire, No contracts involved!Onsite 5 days a week in Brooklyn, NYCompetitive compensation!Experience of the right candidate:Bachelor's degree in computer science, information technology, or equivalent experience.6+ years of experience in IT help desk management or related fieldAdvanced understanding of help desk ticketing systems and ITIL processesTechnical skills and knowledge of IT infrastructure and applicationsStrong communication and problem-solving skillsAbility to learn quickly and adapt to changing technologies and processesResponsibilities of the right candidate:Requires extensive knowledge of ITIL standards and best practices to implement changes as appropriate to the needs and priorities of the organizationProvide support and guidance to the IT Service Desk team under the supervision of a Senior Director.Assist with maintaining the help desk ticketing system and prioritizing requests.Provide technical support to end-users and ensure customer satisfaction.Contribute to developing and maintaining technical documentation for hardware and software configurations, processes, and procedures.Collaborate with other IT teams to resolve technical issuesIdentify opportunities for process improvements and contribute to implementing solutionsEnsure adherence to service level agreements (SLAs) and escalate issues as neededManage, triage, and escalate issues to the appropriate business partnersMonitor and report on help desk performance metricsStrong leadership skills that can develop direct reports for career development.

Created: 2024-11-10