Senior IT Service Desk Manager

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)

End-User Support & Desktop Services

ITSM Processes & Governance

Microsoft Cloud Ecosystem Expertise

Automation Initiatives

Emerging Trends and Best Practices

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.)

Required Experience :

Manager

Key Skills

Editorial,Catering,B2C,Camp,Computer Engineering

Experience : years

Vacancy : 1