IT Service Desk Manager

• Lead and develop Service Desk team (multi-site)
• Define and track KPIs, SLAs, and performance metrics
• Manage 24/7 support coverage, scheduling, and on-call rotations
• Own incident, problem, and request management processes
• Drive root cause analysis and reduce recurring incidents
• Act as escalation point for critical issues
• Lead service delivery and IT support initiatives/projects
• Partner with Infrastructure, Applications, Security teams
• Ensure compliance with IT policies, security standards, audits
• Identify and implement process improvements and automation
• Maintain documentation, procedures, and standards
• Travel required

Do you have experience in Team leadership?, * 5+ years IT Service Desk / End-User Support experience

• 2+ years leadership or management experience
• Strong knowledge of ITIL / Service Desk frameworks
• Experience with ticketing systems (ServiceNow, Remedy, Jira Service Management, Freshservice)

Preferred

• ITIL v4 certification
• Experience in 24/7 multi-site environments
• Knowledge of Active Directory, Microsoft 365
• Networking fundamentals
• Mobile Device Management (MDM)

4.34.3 out of 5 stars La Crosse, WI 54601 $120,000 a year

Peoplelink LLC, a leader in the staffing industry for the past 33 years, continues our vision of 'linking' communities through employment. TeamSoft's dedication to the safety, health & well-being of our associates, clients and communities remains our #1 priority. TeamSoft is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at all levels of the organization.