onsite
Service Desk Manager - TEKsystems
Software Engineer
Lead a hybrid Tier 1/Tier 2 service desk, driving customer satisfaction, incident resolution, and data‑driven improvements using ITIL best practices and strong leadership skills.
About the role
Key Responsibilities
- Oversee daily operations of a hybrid Tier 1/Tier 2 service desk, ensuring timely incident resolution and high customer satisfaction.
- Implement and refine service desk processes, leveraging ITIL frameworks to improve efficiency and quality.
- Analyze service desk metrics and trend data to identify root causes, recommend improvements, and report findings to program teams.
- Lead, coach, and develop a diverse team of support analysts, fostering a culture of continuous learning and accountability.
- Collaborate with cross‑functional teams to integrate new technologies and streamline support workflows.
Requirements
- Minimum 5 years of progressive experience in customer service or IT support management.
- Strong knowledge of ITIL principles and incident management best practices.
- Proven ability to analyze data, identify trends, and translate insights into actionable improvements.
- Excellent communication, leadership, and stakeholder‑management skills.
- Bachelor’s degree in a related field or equivalent practical experience.