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Red Cup IT · 18 hours ago

IT Service Desk Manager

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

Red Cup IT is seeking an IT Service Desk Manager to oversee the daily operations of their IT service desk. The role involves managing a team of service desk analysts, ensuring timely support for users, and driving continuous improvement in service delivery.

Cloud ComputingCloud ManagementCloud SecurityCyber SecurityEnterprise Resource Planning (ERP)Information TechnologyIT ManagementSales Automation

Responsibilities

Manage daily service desk operations, including ticket queue management, workload balancing, shift cover, and monitoring SLAs/KPIs

Lead, coach, and develop service desk analysts, including mentoring, performance reviews, and training plans to build both technical and customer service capability

Handle escalated incidents and high‑priority issues, coordinate communications during outages, and ensure effective incident and request management processes are followed

Analyze metrics and customer feedback to identify trends, recurring problems, and improvement opportunities, then drive changes to processes, tooling, or staffing

Collaborate with wider IT (e.g., infrastructure, applications, problem/change management) to support major incident handling, problem management, and service improvements

Oversee daily operation of the service desk and ticketing system

Ensure adherence to incident, request, and escalation procedures (aligned to ITIL)

Monitor and report on SLAs, KPIs, and customer satisfaction; implement improvements as needed

Line‑manage service desk staff (hiring, onboarding, coaching, performance management)

Own or contribute to documentation, knowledge base, and standard operating procedures for support

Qualification

ITIL knowledgeService desk operationsTeam leadershipStakeholder managementCustomer service skillsCommunication skills

Required

Several years' experience in a service desk or IT support environment, including prior team leadership or supervisory experience

Strong knowledge of IT service management practices and frameworks such as ITIL, often supported by ITIL Foundation or higher certifications

Broad technical understanding of end‑user computing, networks, business applications, and common enterprise platforms, sufficient to oversee troubleshooting and guide the team

Excellent communication, stakeholder management, and customer service skills, with the ability to manage expectations and resolve conflicts