Service Desk Manager

Contract to Perm opening for a Service Desk Manager to lead daily IT support operations, manage a team of service desk professionals, and ensure high-quality technical support across a large organization. This role oversees Tier 1 support, third-party call center operations, ITSM processes, and service delivery performance while driving continuous improvement and customer satisfaction., * Lead daily IT Service Desk operations across phone, walk-in, and online support channels.

• Manage, coach, and develop service desk technicians and support staff.
• Oversee third-party call center vendors, service-level agreements (SLAs), and performance metrics.
• Monitor KPIs, ticket resolution times, and customer satisfaction to improve service delivery.
• Manage ITSM platforms, ticketing workflows, reporting, and self-service resources.
• Resolve escalated support issues and collaborate with Tier 2/3 technical teams.
• Develop training programs, onboarding procedures, and support documentation.
• Identify opportunities to streamline processes and improve operational efficiency.

• Bachelor’s degree in a related field or equivalent professional experience.
• 3+ years of experience in IT support, service desk management, or a related leadership role.
• Strong understanding of IT Service Management (ITSM) principles and ITIL best practices.
• ITIL certification or hands-on experience implementing ITIL-based processes.
• Proven experience supervising, mentoring, and developing technical support teams.
• Experience managing service desk performance, ticketing systems, SLAs, and escalations.
• Strong communication, problem-solving, and customer service skills., * Experience supporting IT operations in higher education or a university environment.
• Experience managing student workers or part-time technical support staff.
• Familiarity with TeamDynamix, ServiceNow, or similar ITSM platforms.
• Experience overseeing outsourced service desk or call center vendors.