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Service Desk Manager
Location
United States
Posted
64 days ago
Salary
0
Seniority
Senior
Job Description
Service Desk Manager
Lunavi
• Responsible for the operational performance of the 24x7 Service Desk • Ensure efficient ticket intake, triage, routing, and resolution of Tier I and defined Tier II support • Partner with Managed Services Engineering (MSE), Critical Infrastructure Operations (CI-Ops), and Lunavi Cloud Platform (LCP) teams for escalation and resolution • Provide daily leadership and direction for the Service Desk operations • Manage staffing, scheduling, and workload distribution across all shifts • Own overall queue health, including unassigned tickets and ticket backlog • Develop and maintain runbooks, workflows, and documentation
Job Requirements
- 3–7 years of experience in Service Desk, NOC, or IT support operations
- 2+ years of leadership or team management experience
- Experience managing 24x7 support environments
- Strong understanding of ticket-based support operations and SLA management
- Experience with ticketing systems (Autotask preferred)
- Familiarity with ITIL or service management frameworks
Benefits
- Professional development
- Equipment allowances
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