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Service Desk Manager

https://www.roberthalf.com Logo

Robert Half

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Location:
United States , Irmo

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for an experienced Service Desk Manager to oversee the daily operations of our IT support team in Irmo, South Carolina. This role is ideal for a proactive leader who can ensure excellent service delivery, implement best practices, and drive the achievement of performance metrics. You will play a key role in enhancing the efficiency and effectiveness of our service desk functions.

Job Responsibility:

  • Lead and manage the service desk team to ensure timely resolution of support tickets and adherence to service level agreements
  • Monitor and report on key performance indicators (KPIs) to evaluate the team's performance and identify areas for improvement
  • Oversee the implementation and management of IT service management (ITSM) tools and processes
  • Coordinate deskside support services to address technical issues effectively and maintain high customer satisfaction
  • Manage the service desk's operations within a high-volume call center environment, ensuring consistency and reliability
  • Develop and enforce policies and procedures to standardize service desk operations
  • Collaborate with other departments to improve workflows and optimize support services
  • Provide training and guidance to team members to enhance their technical skills and customer service capabilities
  • Ensure compliance with organizational standards and regulatory requirements related to IT services
  • Address escalations and complex technical issues, ensuring prompt and satisfactory resolution

Requirements:

  • Minimum of 5 years of experience in service desk or help desk management roles
  • Strong proficiency in IT service management (ITSM) tools and practices
  • Experience working in a high-volume call center environment
  • Proven ability to monitor and report on KPIs to drive performance improvements
  • Familiarity with SaaS applications and Active Directory
  • Excellent leadership and team management skills
  • Strong problem-solving abilities and customer service orientation
  • Effective communication skills, both written and verbal
What we offer:
  • medical
  • vision
  • dental
  • life and disability insurance
  • company 401(k) plan

Additional Information:

Job Posted:
March 01, 2026

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