IT Service Desk Manager

Job Locations US-PA-Philadelphia
Posted Date 1 year ago(6/17/2019 9:22 AM)
# of Openings
Information Technology


SoluStaff is recruiting an experienced, highly process-driven IT Service Desk Manager for our customer, headquartered in Philadelphia, PA.  The IT Service Desk Manager will help develop, lead and motivate a high-performance team of Service Desk professionals to deliver excellent technical support with a high degree of customer satisfaction and timeliness. The candidate for this position will have demonstrated experience in IT Support management and will be the primary interface and front-line leader managing the Service Desk. This position requires a proven track record of exceptional customer service skills with a deep understanding of IT support processes and operational efficiency. The Service Desk Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. 


  • Manage prioritization and resolution of issues
  • Develop and manage Service Level Agreements (SLAs) to establish request and problem resolution expectations and timeframes. 
  • Monitor and report compliance with established SLAs.
  • Develop and maintain ITSS Service KPI within Service Desk software.
  • Identify, document and implement Service Desk best practices
  • Developing a performance measurements framework and facilitating a feedback system to team members on issues such as customer service, communication, and technical skills.
  • Create and maintain quality indicators of department's services for problem and change activities.
  • Improve usage of Service Desk resources and increase productivity of the team.
  • Establish and maintain a service oriented Service Desk culture
  • Participate in the On-Call Incident Management rotation
  • Provide leadership, supervision, and daily guidance to Service Desk staff.
  • Perform client follow-ups to verify final resolution and determine satisfaction level.
  • Ensure that all phases of Service Desk work are properly coordinated, monitored, logged, tracked and resolved appropriately.


  • A minimum of an Associate’s Degree in an applied technology area such as Information Systems or Computer Science.
  • A minimum of 5 years’ experience in a Service Desk/Support Desk, or other IT Services role with supervisory experience
  • Extensive experience with Service Desk software, preferably ServiceNow
  • Experience with development, maintenance, and integrity of Service Desk ticketing software.
  • Familiar with a variety of the field's concepts, practices, and procedures including ITIL methodologies.
  • Experience with server and or desktop virtualization.
  • MCSE, MCP, Apple ACSP, CompTIA A+ or ITIL Certification is a plus


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