US Service Desk Manager

Greeley Square, NY 10001

Category: Help Desk Manager Job Number: 22696

Job Description


Service Desk Manager

Join a Global Law Firm

Are you ready to make a significant impact on the IT landscape of one of the world's leading law firms? We're seeking a talented and experienced Service Desk Manager to lead our dedicated team in providing exceptional technical support.

Key Responsibilities:
  • Team Leadership: Oversee and manage a team of skilled professionals responsible for first and second-line technical support.
  • Resource Allocation: Strategically plan and allocate resources to ensure optimal service delivery and meet performance targets.
  • Incident Management: Monitor and prioritize incidents and service requests, driving timely resolution and accurate documentation in ITSM tools.
  • Escalation Management: Act as a trusted escalation point for high-priority incidents, leading swift and effective resolution efforts.
  • Policy and Procedure Development: Create, maintain, and enforce service policies, procedures, and standards to optimize efficiency and quality.
  • Team Development: Mentor, train, and inspire the Service Desk team, fostering a culture of excellence and customer focus.
  • Performance Management: Track and analyze key performance indicators (KPIs) and service level agreements (SLAs) to identify improvement opportunities.
  • Major Incident Management: Lead the response to major incidents, conduct post-incident reviews, and implement corrective actions.

Ideal Candidate:
  • Proven experience in managing IT service desk operations in a complex environment.
  • Strong leadership skills with the ability to motivate and inspire teams.
  • Excellent problem-solving and decision-making abilities.
  • In-depth knowledge of ITIL frameworks and best practices.
  • Strong understanding of IT service management tools.
  • Excellent communication and interpersonal skills.
  • Ability to work under pressure and meet tight deadlines.

This is an incredible opportunity to shape the future of IT services at a renowned global law firm. If you're passionate about delivering exceptional customer support and driving operational excellence, we encourage you to apply.

 

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Meet the Recruiter

Phil Mazzara

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About Greeley Square, NY

Start your career in the vibrant heart of New York City at Greeley Square! Explore our job opportunities in this bustling area, located near iconic landmarks such as the Empire State Building and the lively Garment District. With a blend of commerce, culture, and endless growth possibilities, Greeley Square offers job seekers a unique chance to thrive in a dynamic environment. Enjoy delectable cuisine from nearby Koreatown, catch a show at the renowned New Victory Theater, or discover local art at the ICP Museum. Join us in this exciting region, where opportunities abound and the city's irresistible charm awaits. Begin your journey today!