Role : Service Desk Manager

Location – Alpharetta, GA

Duration : Contract role

About the Role:

Responsibilities:

 Led and oversee a team of service desk analysts (L1, L2, and L3) in multiple areas to

ensure efficient incident resolution and adherence to SLAs (Service Level

Agreements).

 Develop and implement strategies to continuously improve service desk operations,

including automation and the use of Generative AI (GEN AI) for faster resolution.

 Fostered a positive work environment that is collaborative through motivation and

coaching of teams to help them achieve their best.

 Deal with customer escalations diplomatically and professionally ensuring issues are

resolved promptly and well.

 Generated reports on service desk performance that was detailed enough but also

pointed out some major trends as well as weak areas.

 Managed ServiceNow, and Jira tools among other service desk tools’ implementation

while making sure they were efficient when used.

 Keep abreast with the current IT service desk trends together with industry best

Practices

Qualifications:

 A minimum of 14-15 years’ experience in service desk management or related field

 Proven track record in leading teams successfully

 In-depth knowledge regarding ITIL methodologies, preferred but not mandatory

 Familiarity with incident, problem, change, and configuration management

Good to have

 Experience working with a global service desk team.

 Certifications in IT service management (ITIL, CSM) or relevant technical fields.