Striving to achieve ubiquitous organizational security while delighting everyone involved!
IT Service Desk Manager
Location
California
Posted
150 days ago
Salary
0
Seniority
Senior
Job Description
IT Service Desk Manager
Red Cup IT
• Manage daily service desk operations, including ticket queue management, workload balancing, shift cover, and monitoring SLAs/KPIs • Lead, coach, and develop service desk analysts • Handle escalated incidents and high-priority issues • Analyze metrics and customer feedback to identify trends, recurring problems, and improvement opportunities • Collaborate with wider IT to support major incident handling
Job Requirements
- Several years’ experience in a service desk or IT support environment
- Strong knowledge of IT service management practices and frameworks such as ITIL
- Broad technical understanding of end-user computing, networks, business applications, and common enterprise platforms
- Excellent communication, stakeholder management, and customer service skills
Benefits
- Health insurance
- Paid time off
- Professional development
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