IT Service Desk Manager
Red Cup IT
full-time
Posted on:
Location Type: Remote
Location: California • United States
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Tech Stack
About the role
- Manage daily service desk operations, including ticket queue management, workload balancing, shift cover, and monitoring SLAs/KPIs
- Lead, coach, and develop service desk analysts
- Handle escalated incidents and high-priority issues
- Analyze metrics and customer feedback to identify trends, recurring problems, and improvement opportunities
- Collaborate with wider IT to support major incident handling
Requirements
- Several years’ experience in a service desk or IT support environment
- Strong knowledge of IT service management practices and frameworks such as ITIL
- Broad technical understanding of end-user computing, networks, business applications, and common enterprise platforms
- Excellent communication, stakeholder management, and customer service skills
Benefits
- Health insurance
- Paid time off
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT service managementITILend-user computingnetworksbusiness applicationsenterprise platformsticket queue managementworkload balancingSLA monitoringKPI monitoring
Soft skills
leadershipcoachingcommunicationstakeholder managementcustomer serviceanalytical skillsproblem-solvingcollaboration