Service Desk Manager (Secret Clearance)

Empower AI; Slidell (LA); On-site; USD 70,000 - 100,000; Full time

Job summary

Empower AI is seeking a Service Desk Manager responsible for overseeing Level 1 IT services, ensuring high performance and customer satisfaction. The ideal candidate will have 4-9 years of experience in IT Service Desk environments and relevant certifications. This full-time, mid-senior level role involves managing support issues, training staff, and identifying process improvements within a dynamic IT consulting environment.

Qualifications

• 4-9 years experience in IT Service Desk environment.
• Experience leading major technology projects.
• Technical expertise across multiple projects.

Responsibilities

• Manage performance of Level 1 services and support.
• Oversee requests, incidents, and problems management.
• Train and coach Level 1 service desk specialists.

Skills

Customer Service

IT Support

Project Management

Technical Evaluation

Education

Bachelor’s degree or higher

Tools

Help Desk Institute (HDI) Certification

Service Desk Institute (SDI) Certification

Job description

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The Service Desk Manager will manage the performance of Level 1 services and support to customers. They are responsible for ensuring they meet or exceed customer expectations. They ensure staff is meeting performance goals and that standards and processes are followed.

POSITION RESPONSIBILITIES

• Oversee 100% of requests, incidents, and problems
• Manage and coordinate urgent and complex support issues
• Act as escalation point for all requests and incidents
• Develop and improve phone/ticket escalation processes
• Identify root causes of issues and communicate appropriately
• Train and coach Level 1 service desk specialists; oversee staff activities
• Identify team leads for Tier 1, Incident Management, and Problem Management
• Ensure sufficient employee coverage and provide backup support
• Communicate status/issues with customers
• Develop strategies for improvement
• Monitor and manage the phone queue
• Oversee Knowledge Management repository to ensure quality solutions
• Develop frameworks for customer IT support improvement
• Advise management on escalation needs
• Review customer satisfaction surveys to improve services
• Disseminate policies, prepare schedules, monitor activities, and prepare deliverables

POSITION REQUIREMENTS

• Active Help Desk Institute (HDI) or Service Desk Institute (SDI) certification
• Bachelor’s degree or higher
• 4-9 years experience in IT Service Desk environment
• Comprehensive knowledge across key tasks and high-impact assignments
• Experience leading major technology projects
• Ability to evaluate performance and recommend changes
• Technical expertise across multiple projects

PHYSICAL REQUIREMENTS

• Sitting and standing for long periods

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management, Customer Service, IT

Industries

• Computer and Network Security, IT Services, IT Consulting