IT Service Desk Manager: Lead & Elevate End-User Support

APGFCU; United States; Teletrabalho; USD 74 000 - 126 000; Tempo integral

Resumo da oferta

APGFCU is seeking a Service Desk Manager to supervise and coordinate centralized IT Service Desk resources, ensuring timely IT service delivery and high employee experience. The role focuses on incident resolution, request fulfillment, automation, and integrations with enterprise systems, while maintaining SLAs and driving continuous improvement.

You will lead desktop and system support, on-call management, and report performance metrics, shaping ITSM practices aligned with corporate goals.

Qualificações

• Bachelor’s degree in information technology or related field is highly desired.
• Experience: minimum 5 years IT support or systems administration, with 3 years in leadership.
• Certifications such as CompTIA, ITIL v4, Microsoft, Cisco, Citrix, Azure/AWS required.

Responsabilidades

• Manage day-to-day operations of the IT service desk, including ticket assignment, escalation and resolution.
• Develop, implement and maintain KPIs and SLAs focusing on response and resolution times.
• Lead and mentor service desk staff, recruit and train to meet performance goals.
• Oversee budgeting for end-user devices and applications; collaborate with IT leadership on budgeting.

Conhecimentos

Leadership

KPIs & SLAs

Staff development

Service desk

On-prem & Cloud

Windows & M365

Formação académica

Bachelor’s in IT

ITIL/CompTIA/Microsoft/Cisco/Citrix/AWS certs

Descrição da oferta de emprego

APGFCU is seeking a Service Desk Manager to supervise and coordinate centralized IT Service Desk resources, ensuring timely IT service delivery and high employee experience. The role focuses on incident resolution, request fulfillment, automation, and integrations with enterprise systems, while maintaining SLAs and driving continuous improvement.

You will lead desktop and system support, on-call management, and report performance metrics, shaping ITSM practices aligned with corporate goals.