Service Desk Manager

Service Desk Manager

Titan Technologies is seeking a Service Desk Manager to provide daily, hands-on leadership for enterprise IT service desk operations in a 24x7x365 environment. The Service Desk Manager will supervise Tier 1 and Tier 2 teams, ensuring SLA compliance, quality service delivery, and high customer satisfaction. This role is responsible for staff coaching and mentoring, knowledge management, reporting, and continuous improvement. The Service Desk Manager will partner closely with the Quality Assurance Manager to improve training, strengthen quality, and enhance knowledge systems, while also making proactive recommendations to the customer on improving the use of ITSM and ACD tools.

Responsibilities

• Direct daily operations of the service desk to ensure SLA compliance and seamless 24x7x365 coverage.
• Supervise, train, and mentor staff to ensure consistent quality and professional growth.
• Act as the escalation point for complex issues, providing hands-on support when needed.
• Monitor service desk metrics, queues, and performance dashboards to ensure timely resolutions.
• Work with the QA Manager to improve training programs, knowledge base content, and quality measures.
• Recommend improvements to the customer in the use of ITSM, ACD, and related technologies.
• Conduct proactive analysis of trends to identify and implement operational improvements.
• Build and maintain strong customer relationships through clear and consistent communication.
• Develop and deliver reports on service desk performance and SLA attainment.
• Ensure coverage planning, workforce scheduling, and workload alignment to meet customer demand.

You MUST have:

• Minimum 5+ years of experience managing an IT service desk or contact center.
• Proficient with ITSM systems (e.g., ServiceNow) and ACD platforms.
• COMPTIA A+ certification.
• ITIL 4 Foundations.

It's nice if you also have:

• Proven success leading enterprise IT service desk teams in a 24x7x365 environment.
• Strong knowledge of Windows, macOS, office applications, and end-user hardware.
• Demonstrated ability to coach staff, enforce SLA compliance, and drive continuous improvements.
• Strong analytical, communication, and customer relationship management skills.
• Ability to provide proactive recommendations to enhance technology use and service efficiency.

Education:

• Associate's degree or equivalent work experience (Bachelor's preferred).

Company Description:

Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!

Titan is proud to be a Service-Disabled Veteran Owned Business.