Service Desk Team Lead - Coaching, SLA Strategy, & Ops

Stefanini North America and APAC; Troy (MI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k)

Paid time off

Medical, dental and vision insurance

Tuition reimbursement

Stefanini University and eLearning

Job summary

Stefanini North America and APAC is seeking a Service Desk Manager to lead a cohesive team and drive service excellence. You will coach staff, conduct evaluations, and mentor for performance improvements while ensuring adherence to SLAs and client requirements.

The role emphasizes strategic thinking, strong communication, and hands-on involvement in day-to-day operations and long-term planning.

Qualifications

• High school diploma or equivalent required.
• 2+ years of management experience including coaching, training, mentoring, interviewing, hiring and terminations.
• Good interpersonal skills.
• Excellent attention to detail and organization skills.
• Effective time management and organizational skills.
• Excellent verbal and written communication skills.
• Be a big-thinker, able to think strategically and aligned with client goals.

Responsibilities

• Create a cohesive team environment through consistent management.
• Coach and counsel of direct reports including providing feedback, recognition, performance evaluations and mentoring.
• Write employee performance evaluations and conduct merit reviews.
• Perform root cause analysis and identify opportunities to improve efficiencies.
• Ensure direct reports meet goals and follow departmental processes.
• Responsible for day-to-day operations of Service Desk.
• Collaborate with Project and Senior Management Team for long-term strategies and SLAs.

Skills

Team management

Coaching & mentoring

Communication skills

Time management

Attention to detail

Education

High school diploma or equivalent

Job description

Stefanini North America and APAC is seeking a Service Desk Manager to lead a cohesive team and drive service excellence. You will coach staff, conduct evaluations, and mentor for performance improvements while ensuring adherence to SLAs and client requirements.

The role emphasizes strategic thinking, strong communication, and hands-on involvement in day-to-day operations and long-term planning.