About this role
The IT Service Desk Manager oversees all IT Service Desk staff and ensures that end users are receiving the appropriate assistance. This includes all procedures related to identification, prioritization, and resolution of incidents, as well as the monitoring, tracking and coordination of IT Service Desk functions. The IT Service Desk Manager will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. Responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary.