Director, Service Desk Manager I (Fully Remote)

Teach For America; United States; Remoto; USD 85.000 - 115.000; Tempo pieno

Descrizione del lavoro

Teach For America is seeking a Service Desk Manager to lead the team in delivering high-quality technical support and an exceptional customer experience.

You will oversee daily operations, budget, and long-term strategy; interview, hire, train, and develop technicians; and drive process improvements using ITIL and service management tools.

The role emphasizes teamwork, growth, and a mission-driven culture across the U.S.

Competenze

• 4+ years in IT technical support with 1–3 years in a leadership role.
• Strong communication, planning, and problem-solving skills.
• Experience with service management tools and ITIL principles.

Mansioni

• Verify agents follow established processes and provide quality service.
• Interview, hire, train, and develop Service Desk technicians.
• Review trends to identify process improvements and automation opportunities.

Conoscenze

Help desk management

ITIL

Communication

Planning

Strumenti

ITSM tools

Descrizione del lavoro

• Lead the Service Desk in delivering quality technical support and excellent customer experience.
• Manage daily operations, budget, and long-term strategy for the team.

Responsibilities:

• Verify agents follow established processes and provide quality service.
• Interview, hire, train, and develop Service Desk technicians.
• Review trends to identify process improvements and automation opportunities.

Your Experience:

• At least 4 years in IT technical support with 1-3 years in help desk management.
• Strong communication, planning, and problem-solving skills.
• Experience with service management tools and ITIL principles.

Your Future Team:

• The Service Desk is passionate about customer service and teamwork.
• The team promotes a fun learning environment and supports career development.

Teach For America is an education nonprofit that recruits, develops, and supports leaders to expand opportunities for children in underserved schools. The organization has staff across the U.S. and prioritizes a collaborative, mission-driven culture with a focus on professional growth and teamwork.