ServiceDesk Manager
Kforce has a client in Charlotte, NC that is seeking a ServiceDesk Manager. Responsibilities:
- Oversee daily operations to ensure timely resolution of incidents and requests
- Implement ITIL best practices for incident, problem, and request management
- Monitor service desk metrics (response times, resolution rates, customer satisfaction)
- Manage escalated support issues requiring on-site presence, including complex troubleshooting, patching, and hardware/software re-installations
- Promote a customer-first mindset across the team
- Lead, mentor, and develop the service desk team to deliver high-quality support and advance team objectives
- Partner with IT Support vendors, and outsourced partners to ensure service excellence
- Identify, develop, and communicate new technology standards and best practices
- Identify opportunities to streamline workflows and enhance efficiency
- Drive automation and self-service initiatives
- Maintain documentation of procedures, FAQs, and knowledge base articles
- Ensure compliance with IT security standards, policies, and procedures
- Bachelor's degree and 5-10 years of related experience, or equivalent combination
- Must have ITIL Foundations Certification
- Strong working ServiceNow experience
- Proven experience in technical management, data governance, and service desk operations
- Strong knowledge of current IT hardware, systems software, and trends
- Mastery with MS Products such as M365, Active Directory, Azure, MS Office Suite, is required
- Demonstrated ability to analyze situations, evaluate alternatives, and implement robust solutions
- Strong written and verbal communication skills, with fluency in English
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