Onsite Computing, Inc.

Manager

• Manage and monitor incoming service requests, calls, and ticket queues.
• Assign, prioritize, and balance workload across the support team.
• Act as the primary escalation point for complex issues.
• Ensure consistent adherence to service delivery standards.
• Lead, mentor, and develop service desk personnel through regular coaching.
• Act as a liaison between clients and the service desk.
• Identify gaps in Standard Operating Procedures and lead improvements.
• Monitor and report on key service delivery metrics.

Service Desk Manager