Service Desk Manager FULL-TIME

Stem Xpert; Sandy Springs (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

A global consulting firm based in Sandy Springs, GA is searching for a Service Desk Manager to lead and manage a team of Help Desk professionals. The ideal candidate should have over 10 years of IT experience, with at least 5 years in a management role. Responsibilities include defining SLAs, implementing metrics, and expanding the Service Desk globally. Successful staff development and communication skills are crucial for this full-time position, offering competitive salary discussions.

Qualifications

• 10 years of IT experience with 5 years managing a Help Desk and/or Service Desk Technicians.
• Proven track record of successful staff development and team management.
• Experience utilizing incident and request management software.
• Proven track record of successful staff development, leadership and team management.
• Experience defining, implementing and reporting on SLA’s
• Proven experience implementing key support metrics that provide adequate information to Sr. Management.
• Experience utilizing an incident and request management software and associated processes
• Prior experience building/expanding a Service Desk Globally highly desired
• Prior experience developing and implementing support plans for custom software and third party applications highly desired
• Prior experience working with ITIL framework highly desired
• Prior experience working on IT Service Desk preferred
• Prior experience in Project Management / New business Transition preferred
• PMP (Preferred)

Responsibilities

• Define, implement, and report on SLAs.
• Build and expand a Service Desk globally.
• Develop and implement support plans for custom software and applications.

Skills

Leadership

Communication skills

Incident management software

ITIL framework

Education

Bachelor's degree in Computer Science/MIS

Tools

Incident management software

Job description

TekWissen is a global management consulting, technological service and outsourcing company delivering technology-driven business solutions to meet the strategically driven objectives for our numerous clients.

Job Description

Role : Service Desk Manager
Location : Sandy Springs, GA
Type : Full-time employee
Salary Range : Can be discussed

Requirements

• Bachelor's degree in Computer Science/MIS related area from four-year College or university, or equivalent combination of education and experience
• 10 years of IT experience with 5 years managing a Help Desk and/or Service Desk Technicians providing support to a large Global firm.
• Excellent written and communication skills.
• Proven track record of successful staff development, leadership and team management.
• Experience defining, implementing and reporting on SLA’s
• Proven experience implementing key support metrics that provide adequate information to Sr. Management.
• Experience utilizing an incident and request management software and associated processes
• Prior experience building/expanding a Service Desk Globally highly desired
• Prior experience developing and implementing support plans for custom software and third party applications highly desired
• Prior experience working with ITIL framework highly desired
• Prior experience working on IT Service Desk preferred
• Prior experience in Project Management / New business Transition preferred
• PMP (Preferred)

Additional Information

Chris Zion
734-274-2717
Chris at tekwissen dot com