Skills

Leadership PowerShell Windows

Job Specifications

We are seeking a hands-on IT Service Desk Manager to lead and scale a small but critical Help Desk function supporting our clients growing technology environment. The Service Desk Manager will lead a small team while remaining technically capable for escalations. This role will also own vendor relationships, KPIs, dashboards, and the transition to a new Service Desk provider.

Responsibilities

Lead and mentor a small Service Desk team.
Ensure timely response and resolution of incidents, adhering to defined SLAs and KPIs.
Build, manage, and optimize dashboards, KPIs, and reporting within FreshService to drive performance and insights.
Oversee response to critical incidents and ensure adherence to response-time targets.
Provide hands-on Tier 1 support as needed and assist with sysadmin-level work and tech refresh projects.
Own and manage relationships with the Service Desk-as-a-Service provider, including performance management and onboarding a new provider.
Create and maintain SLAs, SOPs, and service desk documentation, etc.
Partner with Engineering, Services, Cloud Ops, and IT leadership to support business needs.

Must-Haves

7+ Years of experience in an IT Helpdesk role, with experience serving as a Tier 2/3 escalation point.
3+ years of servant leadership or people management experience within a Help Desk or Service Desk environment.
Strong hands-on experience with FreshService, including dashboard creation, metrics, and KPI management.
Comfortable providing hands-on technical support and managing escalation workflows.
Experience managing Service Desk SLAs and KPIs.

Nice-to-Haves

Experience with PowerShell and/or Windows systems administration.
Advanced experience building dashboards and tier-based support reporting.
Experience transitioning or onboarding managed service providers.
Experience supporting global or offshore service desk teams.
Exposure to multi-site environments.

About the Company

TechHuman The Technology Team Solutions Company Are you challenged with scaling teams in the areas of: - Data Science - IT Security - Cloud - Software Development Tech Startups to Fortune 100 Technology Leaders work with us because we help: + Build better teams with data intelligence (TechTeamiQ(tm)) + Quickly secure the right IT experts that are a custom team culture fit (ScaleSmart(tm)) + Amplify team performance to deliver projects on time and within budget (TechTeam10x(tm)) Here's what a few of our clients have to say: ... Know more