Service Desk & Connectivity Leader

AIS; North Las Vegas (NV); On-site; USD 62,000 - 81,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

PTO & volunteer time off

Job summary

AIS, a Premier IT Business Technology Company, is seeking a Service Desk and Connectivity Manager to lead the CSR and Connectivity Applications Team and drive performance through measurable results. You’ll develop people, improve processes, and ensure commitments are carried through to completion.

This leadership role requires a data-driven mindset, accountability, and the ability to manage a fast-paced environment while coordinating with multiple departments to ensure network connectivity and

Qualifications

• 3+ years of experience leading a customer service, service desk, or similar operation.
• Proven ability to coach and develop teams.
• Experience with ticketing systems and SLAs.
• Strong data-driven decision making and KPI tracking.
• Technical aptitude for networking and device connectivity.

Responsibilities

• Lead the CSR and CAT teams in daily performance and service delivery.
• Ensure requests are handled professionally and within SLA.
• Improve remote resolution, targeting up to 25% of office equipment calls.
• Manage Service Desk metrics, backlog, and escalation processes.
• Coordinate equipment installations and connectivity with customers and internal teams.
• Maintain DCA environment health and data reporting.

Skills

Leadership

Team coaching

Service desk

KPIs & data-driven

Networking basics

Job description

AIS, a Premier IT Business Technology Company, is seeking a Service Desk and Connectivity Manager to lead the CSR and Connectivity Applications Team and drive performance through measurable results. You’ll develop people, improve processes, and ensure commitments are carried through to completion.

This leadership role requires a data-driven mindset, accountability, and the ability to manage a fast-paced environment while coordinating with multiple departments to ensure network connectivity and