Optomi, in partnership with our NY based client, are seeking a service-oriented leader with a passion for team development and operational excellence!
The IT Service Desk Manager will lead the IT service desk team, ensuring high-quality, efficient support for employees across the organization.
The manager will focus on growing junior team members into senior roles, enhancing team performance, and driving a supportive service culture.
Key Responsibilities
Team Leadership & Development
- Guide, mentor, and coach a team of service desk professionals, promoting skill development and career growth.
- Develop junior team members for advancement into senior roles, with a track record of supporting employee progression.
- Conduct performance reviews, set development goals, and provide feedback to help each team member reach their potential.
Service Desk Operations
- Oversee daily service desk activities, ensuring prompt and effective handling of incidents, requests, and changes.
- Track and manage incidents, drive change management processes, and identify areas for improvement.
- Implement best practices to enhance service desk efficiency and promote continuous improvement.
- Promote thorough documentation of incidents and resolutions for organization-wide accessibility.
Service-Oriented Approach
- Cultivate a customer-focused, collaborative approach to issue resolution and problem-solving.
- Serve as an escalation point for complex issues, ensuring they’re resolved with a service-focused mindset.
Qualifications and Skills
- Leadership Experience: Proven ability to lead and develop IT service desk teams, with success in advancing junior staff.
- Incident & Change Management: Experience in handling IT incidents and change management with a focus on improvement.
- Service Mindset: Dedicated to providing a positive, user-focused support experience.
- Humility & Empathy: Approachable and supportive in guiding both users and team members.
Education & Experience
- Bachelor’s Degree in IT, Computer Science, or a related field (or equivalent experience).
- 6+ years of IT Service Desk experience, with at least 3 years in a supervisory role.
- Certifications such as ITIL or HDI are a plus.
- Multilingual skills, particularly Spanish, are a plus to support a diverse team and Spanish-speaking employees across the organization
