IT Service Desk Manager

Sawdey Solution Services; United States Virgin Islands; Remote; USD 75,000 - 110,000; Full time

Job summary

An established industry player is seeking an IT Service Desk Manager to lead a dynamic team in delivering exceptional IT and cybersecurity services. This remote role involves overseeing service desk operations, ensuring compliance with performance metrics, and fostering strong client relationships. You'll play a crucial role in managing resources, training staff, and maintaining documentation. Join a forward-thinking company that values work-life balance and internal career growth, offering a comprehensive benefits package and opportunities for professional development.

Benefits

Health insurance

401(k)

PTO

Flexible spending accounts

Employee assistance

Mentorship

Team building activities

Wellness challenges

Virtual events

Qualifications

• 5-10 years of IT experience, with 3+ years in a Service Desk Manager role.
• Knowledge of IT service desk operations and performance metrics.

Responsibilities

• Supervise service desk technicians and manage resources for optimal performance.
• Ensure adherence to technical and administrative processes.

Skills

Effective communication

Microsoft Office Suite

Articulating technical info

Self-motivated

Education

Bachelor’s degree in IT

Bachelor’s degree in Computer Science

Bachelor’s degree in Business Management

Tools

ServiceNow

Job description

Join to apply for the IT Service Desk Manager role at Sawdey Solution Services

Position Details

Pay Rate: The annual base salary range for this position is TBD. Salary is a general guideline and factors such as responsibilities, experience, education, and skills will be considered.

Location: Remote, USA

Work Environment: Remote/Telework/Work From Home

Reporting To: This position reports directly to the contract lead.

About the Role

This role is part of Sawdey’s Managed Services Division, providing IT and cybersecurity services to diverse clients.

Responsibilities

1. Supervise and provide strategic oversight to service desk technicians.
2. Manage service desk resources for optimal coverage and performance.
3. Ensure technicians follow technical and administrative processes.
4. Handle staffing, onboarding, training, and performance management.
5. Maintain documentation of processes and procedures.
6. Act as first escalation point for service tickets.
7. Participate in client and management meetings.
8. Monitor service performance against SLAs.
9. Use ServiceNow for ticket tracking and metrics.
10. Meet measurable targets for IT services.
11. Lead and participate in an on-call rotation.
12. Perform additional duties as assigned.

Requirements

1. 5-10 years of IT-related experience, with at least 3 years in a Service Desk Manager role.
2. Experience managing client relationships at the executive level.
3. Knowledge of IT service desk operations and performance metrics.
4. Experience with ServiceNow is highly desired.

Education

• Bachelor’s degree in IT, Computer Science, Leadership, Business Management, or related field preferred.

Skills & Abilities

• Effective communication with customers and team members.
• Proficiency in Microsoft Office Suite.
• Ability to articulate technical info to non-technical audiences.
• Self-motivated, detail-oriented, and able to work with minimal supervision.
• Participation in an on-call rotation required.
• Ability to support job-related tasks using personal smartphone (no personal calls required).

Background Checks & Citizenship

• Must pass a background check.
• U.S. citizenship required due to government contract compliance.

Benefits

We offer a comprehensive benefits package including health insurance, 401(k), PTO, flexible spending accounts, employee assistance, mentorship, and more. We promote work-life balance and internal career growth through training and internal promotions.

Additional Perks

• Team building activities, wellness challenges, and virtual events.