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Service Desk Manager - Remote Eligible
Lead service desk operations to improve efficiency and customer satisfaction
Remote
Senior
23 hours agoBe an early applicant
ASM Research
Provides IT solutions and health services support, specializing in healthcare technology, data analytics, and systems integration for government clients.
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Service Desk Manager
The Service Desk Manager is responsible for managing the overall operations, performance, and continuous improvement of the CASTLE-NET IT Service Desk. This role provides leadership and direction to service desk personnel, manages ticket processes and workflows, ensures quality service delivery, and maintains alignment with ITIL best practices and USACE requirements while driving operational efficiency and customer satisfaction.
Key Responsibilities
- Manage overall service desk operations and team performance
- Provide leadership and supervision to service desk personnel
- Establish and maintain service desk processes and workflows
- Monitor and improve service desk metrics and KPIs
- Ensure adherence to SLAs and quality standards
- Implement continuous improvement initiatives
- Manage service desk staffing, training, and development
- Report on service desk performance to senior management
Required Qualifications
- Bachelor's degree in IT, Business Administration, or related field
- 8+ years of experience in service desk or IT support operations
- Minimum 3-4 years of service desk management or supervisory experience
- Expert understanding of ITIL frameworks and best practices
- Proficiency with service desk and ITSM platforms
- Strong leadership, communication, and interpersonal skills
- Ability to manage budgets and staffing effectively
- Experience with federal IT operations and compliance
About ASM Research
Provides IT solutions and health services support, specializing in healthcare technology, data analytics, and systems integration for government clients.