Job Description

Job Title: Service Desk Manager (US Citizen Only)

Location: Remote

We are currently seeking candidates who meet the following qualifications

Responsibilities:

• Manage daily operations of the service desk, ensuring timely resolution of incidents and requests.
• Lead, mentor, and develop a team of service desk technicians.
• Implement and maintain service desk best practices, processes, and procedures.
• Monitor key performance indicators (KPIs) and prepare reports for management.
• Collaborate with IT teams to identify and resolve recurring issues.
• Act as a point of escalation for complex support requests.
• Conduct training sessions and workshops for staff on service desk tools and technologies.
• Ensure compliance with ITIL and other industry standards.
• Foster a customer-centric culture within the team.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience in IT support or service desk roles.
• Strong knowledge of ITIL frameworks and service desk operations.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in service desk software (e.g., ServiceNow, JIRA) and remote support tools.
• Ability to analyze data and develop actionable insights.
• Federal Experience is a plus.
• Required Security clearance.
  
  
  If you meet these qualifications, please submit your application via link provided in Linkedin.
  Kindly do not call the general line to submit your application.

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