Service Desk Manager

eJAmerica; Los Angeles (CA); On-site; USD 95,000 - 130,000; Full time

Job summary

eJAmerica in Los Angeles is seeking a seasoned Service Desk Manager to oversee daily service desk operations, ensure timely delivery of technical services to clients, and drive service excellence across all support channels.

You will lead a team of technical support staff, implement ITIL-aligned policies, monitor performance metrics, collaborate with other IT groups, and guide project planning and implementation to improve customer satisfaction.

Qualifications

• University degree in Computer Science or Information Technology.
• Minimum 5 years in a service desk management role.
• Strong knowledge of ITIL framework and best practices.
• Excellent communication and leadership skills.
• Experience with IT service management tools.

Responsibilities

• Manage and lead a team of technical support staff to provide timely and effective assistance to end-users.
• Develop and implement service desk policies, procedures, and best practices.
• Monitor service desk performance metrics and implement improvement initiatives.
• Coordinate with other IT teams to provide seamless support.
• Participate in project planning and implementation, providing technical expertise.
• Maintain knowledge of industry standards and best practices in IT service management.
• Conduct training and development programs for service desk staff to enhance their skills and capabilities.

Skills

Leadership

Communication

Team coordination

Client-focused

Education

Bachelor's degree in Computer Science or Information Technology

Tools

ServiceNow

ETL tools

Job description

We are seeking a highly skilled and experienced Service Desk Manager to join our team. The successful candidate will be responsible for overseeing the daily operations of our service desk, providing project support, and ensuring efficient delivery of technical services to our clients.

Responsibilities

• Manage and lead a team of technical support staff to provide timely and effective assistance to end-users.
• Develop and implement service desk policies, procedures, and best practices to ensure high levels of customer satisfaction.
• Monitor service desk performance metrics and implement improvement initiatives as needed.
• Coordinate with other IT teams to provide seamless support and resolution of technical issues.
• Participate in project planning and implementation, providing technical expertise and guidance.
• Maintain knowledge of industry standards and best practices in IT service management.
• Conduct training and development programs for service desk staff to enhance their skills and capabilities.

Requirements

• University degree in a relevant field such as Computer Science or Information Technology.
• Minimum of 5 years of experience in a service desk management role.
• Strong knowledge of ITIL framework and best practices.
• Proficiency in using ServiceNow or similar service management tools.
• Experience with ETL (Extract, Transform, Load) processes and tools.
• Excellent communication and leadership skills.
• Ability to manage multiple priorities and work under pressure.
• Certifications in IT service management or related areas would be an advantage.