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IT Service Desk Manager

18 Oct, 2024

  • usaGuadalajara
  • usaFull-time
  • usaTech
  • usaRemote
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A Microsoft-centric Managed Services Provider that propels businesses into the digital age, with a global clientele and a diverse team distributed across various geographies, is on the lookout for a thoughtful expert who wants to put people first, act with conviction, and build for the better to join their team as an IT Service Desk Manager.  

As the IT Service Desk Manager, you will oversee and manage their Help Desk operations (L1, L2) while transitioning the organization to a live support model. The ideal candidate will also be responsible for implementing ITIL practices, focusing on incident management, event management, and problem management, ensuring seamless service delivery and continuous improvement in alignment with business goals. 

This is an incredible remote opportunity to work for a US-based company.   

What You'll Do

    • Help Desk Management (L1, L2): Manage the daily operations of the L1 and L2 help desk teams, ensuring timely and effective resolution of incidents and service requests. 
    • Transition to Live Support Model: Lead the transition of the help desk to a live support model, ensuring smooth implementation and integration with existing processes. 
    • ITIL Implementation:
    • Incident Management: Establish and maintain processes to manage the lifecycle of incidents, ensuring minimal disruption to business operations. 
    • Event Management: Implement proactive event management to monitor critical services and identify potential issues before they impact users. 
    • Problem Management: Develop problem management processes to identify, analyze, and resolve root causes of recurring issues, reducing overall incident volume. 
    • Service Level Agreements (SLAs) and Key Performance Indicators (KPIs): Define, implement, and monitor SLAs and KPIs to ensure help desk performance meets business expectations. 
    • Process Improvement: Continuously assess and improve help desk processes and IT service delivery using feedback, performance data, and ITIL best practices. 
    • Team Leadership: Lead, mentor, and develop the help desk team, providing guidance and support to ensure high performance and professional growth. 
    • Stakeholder Communication: Act as the point of contact for escalated issues, communicating with internal stakeholders on service performance, incident resolution, and improvement plans. 
    • Technology & Tools: Evaluate and recommend tools for service management, incident tracking, and reporting to enhance efficiency and user satisfaction.

What You Need

    • Education: Bachelor’s degree in IT, Computer Science, or related field (or equivalent work experience). 
    • 5+ years of experience in IT service management, with a focus on help desk operations. 
    • Proven experience in managing L1/L2 support teams. 
    • Hands-on experience with ITIL implementation, particularly in incident, event, and problem management. 
    • Certifications: ITIL Foundation certification required; advanced ITIL certifications are a plus. 
    • Strong understanding of IT service management frameworks and best practices. 
    • Excellent leadership and team management skills. 
    • Strong communication skills with the ability to engage with both technical and non-technical stakeholders. 
    • Analytical and problem-solving mindset, with attention to detail and a focus on continuous improvement. 
    • At least one year of sales experience is preferred.  
    • Experience with MSP tools (ConnectWise, Ninja, Kaseya)
    • Familiar with Microsoft Modern WorkplaceMicrosoft Certifications.

Salary & Perks

    • Competitive salary. 
    • This is a full-time, long-term position. 
    • The position is immediately available and requires entering into an independent contractor agreement. 
    • Work from home. 
    • Monday through Friday, 8am to 5pm (+/- 2 hour accepted) - CST. 
The next step will take you to an application form that requires you to answer some questions and upload your resume in English. Please answer completely so that we can get to know you better.
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