What are the responsibilities and job description for the Service Desk Manager position at Smart IT Frame LLC?
Job Title: Senior Service Desk/ITSM Manager with ServiceNow Experience
Location: Mentor, OH (Onsite)
Employment Type: Contract
Client’s key expectations:
✅ Onsite Requirement: Candidate must be onsite in Mentor, OH and manage offshore service desk resources.
✅ Strong People Management Skills: Must have experience leading, mentoring, and managing IT service desk teams (including offshore teams).
✅ Stakeholder Communication: Ability to work closely with senior management, IT teams, and external stakeholders to align business goals.
✅ Expertise in ServiceNow: Must possess strong ServiceNow knowledge and ITSM experience to drive service improvements and operations.
Job Summary:
- We are seeking a highly skilled and experienced Senior Service Desk Manager to lead and manage our global service desk operations.
- The ideal candidate will have strong people management skills, with experience overseeing offshore service desk teams, ensuring seamless IT support for end users, and driving operational excellence.
- This role requires a dynamic leader who can foster team collaboration, enhance customer satisfaction, and ensure high-quality service delivery.
Qualifications:
- Bachelor’s degree in IT, Business, or related field; or equivalent work experience.
- 8 years of experience in IT service management, with at least 3 years in a leadership or management role.
- Proven experience managing offshore teams, with a strong understanding of the challenges and dynamics involved in managing remote resources.
- Solid understanding of ITIL framework and service desk operations.
- Strong leadership and people management skills, with experience in performance management, team coaching, and conflict resolution.
- Excellent communication skills, both written and verbal, with the ability to communicate effectively with stakeholders at all levels.
- Proficient in service desk software and ITSM tools.
- Strong problem-solving skills and a customer-centric approach to service delivery.
- Ability to work independently and handle multiple priorities in a fast-paced environment.
Preferred Skills:
- ITIL Certification
- Experience with ServiceNow or similar ITSM platforms
- Knowledge of cybersecurity principles and incident management
- Experience in managing teams across multiple time zones.
