UniFirst - Wilmington, MA
posted about 1 month ago
Full-time - Manager
Wilmington, MA
Personal and Laundry Services
About the position
The IT Service Desk Manager is responsible for overseeing the IT service desk operations, ensuring efficient and effective support for end-users. This role involves managing a team of service desk technicians, implementing best practices, and enhancing service delivery to meet organizational needs.
Responsibilities
- Manage the daily operations of the IT service desk team.
- Ensure timely resolution of service requests and incidents.
- Develop and implement service desk policies and procedures.
- Monitor service desk performance metrics and report on trends.
- Provide training and support to service desk staff.
- Collaborate with other IT teams to improve service delivery.
Requirements
- Proven experience in IT service desk management or a similar role.
- Strong knowledge of ITIL best practices and service management processes.
- Excellent leadership and team management skills.
- Ability to analyze data and generate reports.
- Strong communication and interpersonal skills.
Nice-to-haves
- Experience with service desk software and ticketing systems.
- Certifications in ITIL or related fields.
- Knowledge of network and system administration.
Benefits
- Health insurance coverage.
- 401k retirement savings plan.
- Paid time off and holidays.
- Professional development opportunities.
