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Senior IT Service Desk Manager
Senior IT Service Desk ManagerParkar Digital • Charlottesville, Virginia, USA
Senior IT Service Desk Manager

Senior IT Service Desk Manager

Parkar Digital • Charlottesville, Virginia, USA
[job_card.variable_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Job Title : Senior IT Service Desk Manager

Location : Remote (Occasional travel to Charlottesville VA or Stuart FL)

Employment Type : Long-Term Contract

About the Role :

Concept is that this person has to watch over the desk- Helping to provision users login issues Desktop issues - onboarding reporting provided L1 support structure talking to business users understanding their problems etc extremely customer facing.

Less technical more leadership strategy direct

POSITION PURPOSE :

We are seeking a passionate and strategic Sr IT Service Desk Leader to transform the Operational support of our end users and internal teams.

We are seeking a dynamic and experienced Senior IT Service Desk Manager to lead and elevate our IT Service Desk operations. This critical role will oversee a comprehensive range of responsibilities including Level 1 (L1) and Level 2 (L2) incident resolution Identity and Access Management (IAM) end-user support desktop and software provisioning license management IT Service Management (ITSM) processes telephony support and critical incident management.

As the primary IT and user-facing contact for the organisation this leader will collaborate across teams drive operational excellence and ensure a proactive shift-left approach to service delivery. The role also requires strong expertise in Jira the Microsoft cloud ecosystem and process and technical automation. Managing a mix of local resources and offshore contractors the ideal candidate will bring technical expertise exceptional communication skills and a results-driven mindset.

PRIMARY DUTIES AND RESPONSIBILITIES :

Service Desk Leadership & Operations

  • Oversee and manage the IT Service Desk team including local and offshore resources to provide exceptional L1 and L2 support.
  • Monitor analyse and improve service desk performance metrics and SLAs to ensure prompt and effective resolution of incidents and service requests.
  • Implement a proactive shift-left strategy to reduce recurring issues and improve first-call resolution rates.

Identity and Access Management (IAM)

  • Lead IAM processes to ensure secure and efficient provisioning de-provisioning and access management for all systems and applications.
  • Collaborate with security teams to enforce policies and compliance standards.

    • End-User Support & Desktop Services

  • Oversee desktop and end-user support including hardware software and peripheral devices.
  • Manage software provisioning desktop software procurement and license compliance.
  • Optimise procurement strategies to align with budgetary constraints while maintaining operational excellence.

    • ITSM Processes & Governance

  • Establish and enforce ITSM processes including incident problem change and request management.
  • Drive governance initiatives to ensure alignment with organisational goals and compliance with standards.
  • Ensure integration of ITSM tools with other platforms for better operational insights and efficiency.
  • Ensure effective use of Jira dashboards reports and integrations to improve visibility and team performance.
  • Develop deliver and maintain quarterly business reviews sharing strategic KPIS and associated action plans

    • Microsoft Cloud Ecosystem Expertise

  • Manage and optimise services across Microsofts cloud ecosystem including Office 365 Azure and Intune.
  • Drive adoption of Microsoft tools to streamline workflows and enhance collaboration.

    • Automation Initiatives

  • Lead efforts to identify and implement process and technical automation to improve efficiency and reduce manual effort.
  • Collaborate with technical teams to integrate automation solutions within service desk operations.

    • Emerging Trends and Best Practices

  • Stay updated on industry trends and emerging technologies in IT service management and end-user computing.
  • Recommend and implement best practices to enhance the service desks capabilities and relevance in a rapidly evolving landscape.

    • MINIMUM REQUIREMENTS OR QUALIFICATIONS : (To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and / or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

  • Bachelors degree in information technology Computer Science or related field
  • 8 years of experience in IT service desk management or related roles with 3 years in a senior leadership position
  • Strong technical skills across service desk platforms IAM desktop support telephony systems and ITSM tools
  • Proven experience with Jira software suite and Microsoft cloud ecosystem (Office 365 Azure Intune).
  • Expertise in ITSM frameworks including ITIL (certifications preferred).
  • Experience implementing process and technical automation within IT operations.
  • Proven experience managing offshore contractors and distributed teams
  • Exceptional communication problem-solving and leadership abilities
  • Demonstrated ability to drive process improvements and instil a proactive customer-first mindset.

    • Required Experience :

    Manager

    Key Skills

    Editorial,Catering,B2C,Camp,Computer Engineering

    Experience : years

    Vacancy : 1

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