Public Consulting Group

Manager

• Responsible for the strategy, performance, and business outcomes of the service desk function
• Responsible for the daily operations and performance of a technical service desk team
• Provide operational oversight: manage daily ticket flow, monitor queues, and adjust staffing levels
• Team leadership: recruit, train, and mentor service desk technicians
• Define and enforce Service Level Agreements (SLAs)
• Act as the primary point for complex technical issues
• Leverage ITIL best practices to standardize workflows
• Lead major incident management, including stakeholder communications
• Partner with other IT teams (Network, Infrastructure, Product)
• Manage relationships with hardware logistics providers and suppliers
• Continually seek opportunities to strengthen client relationships
• Ensure adherence to company policies and procedures

Senior Manager, Service Desk