Service Desk Manager

Required Skills & Qualifications 5+ years of Service Desk, Help Desk, or IT Operations experience. 2+ years of leadership or management experience within a Service Desk environment. Strong understanding of ITIL principles, incident management, problem management, and service operations. Experience managing SLA-driven support environments.

Strong leadership, coaching, and employee development skills. Excellent communication, organizational, and problem-solving abilities. Experience working with ITSM tools such as ServiceNow, Cherwell, Ivanti, or similar platforms.

Experience with reporting and analytics tools such as Excel, Tableau, Power BI, QuickSight, or similar platforms. Ability to manage multiple priorities in a fast-paced operational environment. Strong customer service and client relationship management skills.

Preferred Qualifications ITIL Foundation certification preferred. Experience supporting enterprise or outsourced Service Desk operations. Experience supporting global or 24x7 support environments.

Exposure to workforce management, quality assurance, knowledge management, and continuous improvement programs. Experience leading client transitions and operational growth initiatives preferred