- Edgewood, Maryland, United States
- Manager
- $74K–$126K per year
- 5+ years
Lead and manage the centralized IT Service Desk, ensuring timely delivery of IT services, incident resolution, and continuous improvement of support operations.
Compensation
$74,000 to $125,800 annually
Responsibilities
- Manage day-to-day operations of IT service desk including ticket assignment, escalation and resolution
- Develop, implement and maintain KPIs and SLAs focusing on response and resolution times
- Manage the Service Desk team, including staffing, recruitment, training and performance management
- Monitor ticket and service desk phone queues to ensure SLA compliance
- Recruit, train, develop and mentor service desk staff
Requirements
- Bachelor’s degree in information technology or related field
- Nice to have: CompTIA certification
- Nice to have: Microsoft certification
- Nice to have: Cisco certification
- Nice to have: Citrix certification