IT Service Desk Leader: Drive Productivity & Excellence

3M HEALTHCARE; Cincinnati (OH); On-site; USD 70,000 - 110,000; Full time

Job summary

IEL is seeking an IT Service Desk Manager to lead the Service Desk staff and operations, ensuring high customer satisfaction and productive desktop environments across the organization. The role involves researching and deploying new applications, planning hardware solutions, and driving service excellence in line with department KPIs.

The ideal candidate will have 5+ years IT experience and 3+ years in management, with a background in coaching Help Desk technicians and familiarity with service

Qualifications

• 5+ years of IT experience.
• 3+ years of management experience.
• Experience in managing and coaching Help Desk Technicians.
• Bachelor’s Degree in computer science, network engineering or related field, or commensurate experience.

Responsibilities

• Provides leadership for the IT Service Desk staff and operations.
• Ensures first and second level support during established hours.
• Manages staffing, performance evaluations, and career development.
• Maintains documentation and standard OS images; coordinates training and improvements.

Skills

IT leadership

Management experience

Coaching/mentoring

On-call responsiveness

Education

Bachelor’s degree in CS / related field

Tools

Service desk software

Microsoft Office

Microsoft Active Directory

Operations management tools

Job description

IEL is seeking an IT Service Desk Manager to lead the Service Desk staff and operations, ensuring high customer satisfaction and productive desktop environments across the organization. The role involves researching and deploying new applications, planning hardware solutions, and driving service excellence in line with department KPIs.

The ideal candidate will have 5+ years IT experience and 3+ years in management, with a background in coaching Help Desk technicians and familiarity with service