manager service desk

Beacon Health System

<div>Reports to the Director of Customer Excellence. Responsibilities include the development and management of Beacon Health System (BHS) Service Desk staf.
MISSION, VALUES and SERVICE GOALS
<ul><li>MISSION: We deliver outstanding care, inspire health, and connect with heart.
Manages all activities of the Applications Analysts (i.e., implementing computer applications, training department end-users, conducting quality assurance activities and maintaining security) and ensures the effective utilization of computer capabilities by:
</li><li>Establishing and maintaining standards for quality, efficiency and timeliness.</li>
<li>Scheduling the workload of the Applications Analysts in accordance with the priority guidelines set by the Director. Communicating with the Director regarding any concerns or problems.</li>
<li>Recruiting, hiring, evaluating, coaching and, if necessary, disciplining assigned staff.</li>
<li>Planning and coordinating ongoing training for assigned staff. Also ensuring a comprehensive orientation and training for new staff.</li>
<li>Providing ongoing technical guidance and assistance to assigned staff.</li>
<li>Ensuring that the staff of end-user departments are trained in the use of Memorial Hospital's computer systems (using verbal, written or demonstration methods); also evaluating the results of the training.</li>
<li>Coordinating the quality assurance of software through the utilization of life-like test scenarios, inputting to the computer test input; also verifying the test results.</li>
<li>Overseeing the resolution of problems with the financial software.</li>
<li>Overseeing system security for software users to ensure appropriate password/user-class combinations; also reviewing sign-off sheets and security logs.</li>
<li>Monitoring all projects and work assignments in progress and providing periodic status reports to the Director.</li>
<li>Overseeing the communications between assigned staff and the representatives of various end-user departments regarding computer programs.</li>
<li>Establishes and maintains up-to-date knowledge regarding the business needs of end-user departments and serves as a liaison and facilitator by:
</li><li>Facilitating the effective utilization of computer capabilities.</li>
<li>Acting as a liaison and facilitator with end-user departments regarding computer applications and troubleshooting/documenting problems with software and recommending changes and solutions. Also ensuring the timely delivery of solutions which meet their needs in the most effective and efficient manner.</li>
<li>Communicating with appropriate management personnel from various end-user departments regarding their business needs, etc. Also maintaining communications with end-user departments (and other Information Systems staff) regarding information that could impact their respective area.</li>
<li>Establishing the communication systems and procedures necessary to maintain a high level of coordination with the various end-user departments. Also ensuring there are adequate systems and procedures in place to receive input on end-user department satisfaction.</li>
<li>Supports the Information Systems department by:
</li><li>Providing excellent customer service at all times. Also communicating with customers and other staff members in a courteous, responsive and helpful manner.</li>
<li>Ensuring that information (for example, pertaining to an end-user department's specific business needs) is shared with the appropriate staff in a timely manner.</li>
<li>Seeking possible opportunities to more effectively utilize BHS computer capabilities; also communicating with the Director regarding these possible opportunities.</li>
<li>Performing the Essential Functions of the Applications Analyst position as required.</li>
<li>Maintaining Department records, reports and files as required. Also ensuring that assigned staff fulfill their responsibilities according to established departmental policies and procedures.</li>
<li>Working cooperatively with other department staff on a variety of projects.</li>
<li>Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:
</li><li>Assisting in the care and maintenance of Department facilities, equipment and supplies.</li>
<li>Participating on committees as requested.</li>
<li>Completing other job-related assignments and special projects as directed.</li>
<li>Leadership Competencies
</li><li>Drives Results - Consistently achieving results, even under tough circumstances.</li>
<li>Customer Focus - Building strong customer relationships and delivering customer-centric solutions.</li>
<li>Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.</li>
<li>Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.</li>
<li>Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.</li>
<li><h3 class="jobSectionHeader">ORGANIZATIONAL RESPONSIBILITIES</h3>
Associate complies with the following organizational requirements:
</li><li>Attends and participates in department meetings and is accountable for all information shared.</li>
<li>Completes mandatory education, annual competencies and department specific education within established timeframes.</li>
<li>Completes annual employee health requirements within established timeframes.</li>
<li>Maintains license/certification, registration in good standing throughout fiscal year.</li>
<li>Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.</li>
<li>Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.</li>
<li>Adheres to regulatory agency requirements, survey process and compliance.</li>
<li>Complies with established organization and department policies.</li>
<li>Available to work overtime in addition to working additional or other shifts and schedules when required.</li> 
<li> 
Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:
</li><li>Leverage innovation everywhere.</li>
<li>Cultivate human talent.</li>
<li>Embrace performance improvement.</li>
<li>Build greatness through accountability.</li>
<li>Use information to improve and advance.</li>
<li>Communicate clearly and continuously.</li>
<li>VALUES: Trust. Respect. Integrity. Compassion.</li>
<li>SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.</li>
</ul>
Manages all activities of the Applications Analysts (i.e., implementing computer applications, training department end-users, conducting quality assurance activities and maintaining security) and ensures the effective utilization of computer capabilities by:
<ul><li>Establishing and maintaining standards for quality, efficiency and timeliness.</li>
<li>Scheduling the workload of the Applications Analysts in accordance with the priority guidelines set by the Director. Communicating with the Director regarding any concerns or problems.</li>
<li>Recruiting, hiring, evaluating, coaching and, if necessary, disciplining assigned staff.</li>
<li>Planning and coordinating ongoing training for assigned staff. Also ensuring a comprehensive orientation and training for new staff.</li>
<li>Providing ongoing technical guidance and assistance to assigned staff.</li>
<li>Ensuring that the staff of end-user departments are trained in the use of Memorial Hospital's computer systems (using verbal, written or demonstration methods); also evaluating the results of the training.</li>
<li>Coordinating the quality assurance of software through the utilization of life-like test scenarios, inputting to the computer test input; also verifying the test results.</li>
<li>Overseeing the resolution of problems with the financial software.</li>
<li>Overseeing system security for software users to ensure appropriate password/user-class combinations; also reviewing sign-off sheets and security logs.</li>
<li>Monitoring all projects and work assignments in progress and providing periodic status reports to the Director.</li>
<li>Overseeing the communications between assigned staff and the representatives of various end-user departments regarding computer programs.</li>
</ul>
Establishes and maintains up-to-date knowledge regarding the business needs of end-user departments and serves as a liaison and facilitator by:
<ul><li>Facilitating the effective utilization of computer capabilities.</li>
<li>Acting as a liaison and facilitator with end-user departments regarding computer applications and troubleshooting/documenting problems with software and recommending changes and solutions. Also ensuring the timely delivery of solutions which meet their needs in the most effective and efficient manner.</li>
<li>Communicating with appropriate management personnel from various end-user departments regarding their business needs, etc. Also maintaining communications with end-user departments (and other Information Systems staff) regarding information that could impact their respective area.</li>
<li>Establishing the communication systems and procedures necessary to maintain a high level of coordination with the various end-user departments. Also ensuring there are adequate systems and procedures in place to receive input on end-user department satisfaction.</li>
</ul>
Supports the Information Systems department by:
<ul><li>Providing excellent customer service at all times. Also communicating with customers and other staff members in a courteous, responsive and helpful manner.</li>
<li>Ensuring that information (for example, pertaining to an end-user department's specific business needs) is shared with the appropriate staff in a timely manner.</li>
<li>Seeking possible opportunities to more effectively utilize BHS computer capabilities; also communicating with the Director regarding these possible opportunities.</li>
<li>Performing the Essential Functions of the Applications Analyst position as required.</li>
<li>Maintaining Department records, reports and files as required. Also ensuring that assigned staff fulfill their responsibilities according to established departmental policies and procedures.</li>
<li>Working cooperatively with other department staff on a variety of projects.</li>
</ul>
Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:
<ul><li>Assisting in the care and maintenance of Department facilities, equipment and supplies.</li>
<li>Participating on committees as requested.</li>
<li>Completing other job-related assignments and special projects as directed.</li>
</ul>
Leadership Competencies
<ul><li>Drives Results - Consistently achieving results, even under tough circumstances.</li>
<li>Customer Focus - Building strong customer relationships and delivering customer-centric solutions.</li>
<li>Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.</li>
<li>Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.</li>
<li>Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.</li>
</ul><h3 class="jobSectionHeader">ORGANIZATIONAL RESPONSIBILITIES</h3>
Associate complies with the following organizational requirements:
<ul><li>Attends and participates in department meetings and is accountable for all information shared.</li>
<li>Completes mandatory education, annual competencies and department specific education within established timeframes.</li>
<li>Completes annual employee health requirements within established timeframes.</li>
<li>Maintains license/certification, registration in good standing throughout fiscal year.</li>
<li>Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.</li>
<li>Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.</li>
<li>Adheres to regulatory agency requirements, survey process and compliance.</li>
<li>Complies with established organization and department policies.</li>
<li>Available to work overtime in addition to working additional or other shifts and schedules when required.</li>
</ul>
Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:
<ul><li>Leverage innovation everywhere.</li>
<li>Cultivate human talent.</li>
<li>Embrace performance improvement.</li>
<li>Build greatness through accountability.</li>
<li>Use information to improve and advance.</li>
<li>Communicate clearly and continuously.</li>
</ul>
Education and Experience
<ul><li>The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of a Bachelor's Degree in Computer Science or a related field from an accredited college or university; or through technical (and on-the-job) training combined with multiple years of closely-related experience. Three to five years of progressively-responsible experience in project management and system implementation is required. One to two years of supervisory/managerial experience is preferred. Preference will be given to candidates with training and experience with those software and hardware products regularly used by Beacon Health System (BHS).</li>
</ul>
Knowledge &amp; Skills
<ul><li>Requires a high level of technical skills/knowledge (for example, computer programming skills) related to various computer software applications used at BHS. Also requires the supervisory/management skills necessary to effectively supervise assigned staff.</li>
<li>Requires a solid understanding of the Hospitals' patient care areas (i.e., Nursing, ancillary departments, Access Services and Records Management) and how they interact with each other in a computerized environment.</li>
<li>Requires a solid understanding of financial software applications and their use in such areas as Finance, Patient Accounting, Payroll and Human Resources.</li>
<li>Requires a solid understanding of Information Systems departmental policies, procedures and practices.</li>
<li>Requires the organization, planning, analytical and problem-solving skills which are necessary to plan and estimate project activities and time lines and identify and resolve problems and deliver viable solutions.</li>
<li>Demonstrates the strong interpersonal and communication (both verbal and written) skills necessary to build and maintain effective working relationships and deal effectively with vendors and all levels of BHS staff. Also requires the ability to disseminate information in a clear and concise manner to all levels of staff.</li>
</ul>
Working Conditions
<ul><li>Works in an office environment.</li>
<li>May experience some mental/visual fatigue due to continued use of computer equipment.</li>
</ul>
Physical Demands
<ul><li>Requires the physical ability and stamina (i.e., to sit, stand and/or walk for prolonged periods of time, lift, hold and carry objects weighing up to 30 pounds, etc.) to perform the essential functions of the position.</li>
</ul> 
Location: Beacon Health System &middot; Information Systems 
Schedule: Full-time, Day, M-F 8:00 am - 5:00 pm</div>

Manager Service Desk

Municipal Credit Union

<div></div><div>About MCU:
At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.
Our Mission:
To help hard-working New Yorkers build better tomorrows
Our Vision:
Be New York's most loved financial institution by helping our members build their best financial futures 
Responsibilities:
Specific duties include, but are not limited to, the following:<ul><li>Manage day-to-day operation of HD &amp; DT staff - scheduling, incidentals, provisioning</li><li>Steward Client Services processes - HD, DT, reporting</li><li>Host daily standups - ownership of report and improvements</li><li>Lead service desk service-delivery improvement program - conduct analysis of case traffic and devise responses and improvements</li><li>Coordinate support efforts with complimentary support teams</li><li>Serve as incident management coordinator and lead RCA reporting</li><li>Engage in outreach to constituent teams to gather information used for forecast future service-desk deliverables - continuously seek new ways to anticipate and meet constituent needs - conduct market research and surveys to gather feedback and formulate plans to improve service</li><li>Ownership of tracking system enhancement and evolution</li><li>Guide career growth of the team - recruit new staff and plan career paths for existing staff - create growth opportunities for staff</li><li>Ownership of the client asset tracking practice and system - ensure all equipment is tracked, updated and recovered over the items' lifecycle - maintain inventory of deployable equipment - coordinate ITAD</li><li>Lead 1st level monitoring and communications - build and maintain observability systems to detect and alert and respond as fast as possible</li><li>Coordinate and arbitrate enterprise Change Management - articulate the process, system and adherence, reporting and metrics.</li><li>Lead and manage the deployment of new branch locations, including end-user PC rollout and setup.</li><li>Manage Active Directory, Intune, Microsoft Teams, and Exchange Online within a Microsoft 365 environment.</li><li>Manage IT asset management, including inventory tracking, lifecycle management, and asset accountability.</li></ul>
Competencies:<ul><li>Experience and training for leading people and teams, scheduling.</li><li>ITIL practitioner.</li><li>Comfortable leading meetings.</li><li>Analytical skills and experience with process improvement</li><li>Diplomacy and customer service skills</li><li>Incident management skills, comfortable taking lead in pressure situations</li><li>Market research, data analysis</li><li>Experience with business process platforms, understands how to make changes to improve performance</li><li>Experience with recruiting, career planning, staff coaching</li><li>Understanding of purchase order and accounting practices around asset acquisition and tracking - Experience with asset tracking systems, tagging and trend analysis.</li><li>Experience with observability systems, understanding of metrics monitoring and alerting</li><li>Experience tracking and reporting on CM events.</li><li>Proven capability to manage and govern Active Directory, Intune, Microsoft Teams, and Exchange Online in a Microsoft 365 ecosystem.</li><li>Expertise in managing enterprise IT assets, including tracking, lifecycle control, and accountability across the asset lifecycle.</li></ul> 
Leadership Competencies:<ul><li>Proven ability to manage change</li><li>Capacity to take calculated risks and innovate</li><li>Experience in setting vision and strategy</li><li>Lead by example and encourage team in developing adaptability</li><li>Successful in communicating effectively</li><li>Prioritizes the development of others</li><li>Thinking that values diversity and difference</li><li>Proven ability to build and maintain relationships at all levels of the organization</li><li>Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work</li></ul><div></div><div> 
Why you'll be a good fit:</div> 
Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you&rsquo;ll bring the following
Results - We are passionate about winning.
Agility - We proactively anticipate, respond and pivot to ensure MCU wins.
Integrity - We operate with the highest ethical standards and highest degree of honesty.
Belonging - We cultivate a culture of inclusion and teamwork.
Ownership - We take personal responsibility and hold ourselves accountable for the results. 
Why You&rsquo;ll Love Working Here:
The pay range for this position is between $113,000.00 - $145,000.00 annually. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for a discretionary bonus, 401(k) with an 6% employer match per pay period. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually. 
Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.
We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.</div><div></div>

Manager, IT Service Desk

Mistras Group, Inc.

<div>The IT Service Desk Manager is responsible for leading the daily operations of the organization's service desk. This role ensures the delivery of high-quality IT support services, manages a team of service desk analysts, and acts as the escalation point for complex or critical issues. The manager will also drive continuous improvement initiatives, monitor performance metrics, and align service delivery with business objectives.

Major Responsibilities/Activities:
<ul>
<li>Manage, coach, and trains service desk staff to ensure effective troubleshooting, solution delivery, and customer service.</li>
<li>Uses ITSM platforms (e.g., ServiceNow) to manage service lifecycles; ITIL-based service management practices to track SLAs, service availability, and business impact. Manage end-to-end service delivery, including incident, request, change, and knowledge management.</li>
<li>Serve as the primary escalation point for severe or unique technical issues.</li>
<li>Define and track service metrics (e.g., resolution time, customer satisfaction) to identify trends, root cause and areas for improvement.</li>
<li>Develop and refine workflows, escalation rules, and service request classification schemes. Utilize new technologies such as AI to automate processes.</li>
<li>Work closely with infrastructure, cybersecurity, and application teams to ensure seamless IT service delivery.</li>
<li>Ensure adherence to IT policies, including incident management, change control, and access governance.</li>
<li>Bachelor&rsquo;s degree in information technology, Computer Science, or related field (or equivalent experience).</li>
<li>Minimum 5 years of experience in IT support, with at least 3 years in a supervisory or managerial role.</li>
<li>Strong knowledge of help desk software, ITSM frameworks (e.g., ITIL), and performance metrics.</li>
<li>Excellent communication, leadership, and problem-solving skills.</li>
</ul>
Minimum Requirements:
<ul>
<li>ITIL, HDI, or similar service management certifications. ( preferred)</li>
<li>Technical Troubleshooting</li>
<li>Escalation Management</li>
<li>End-User Training</li>
<li>Upgrades &amp; Patch Management</li>
<li>ServiceNow or similar ITSM platforms</li>
<li>Familiarity with cybersecurity protocols and identity access management tools (e.g., SailPoint)</li></ul></div>

IT Service Desk Manager

Reliant Rehabilitation

<div>Overview:
<div>
Summary: The IT Service Desk Manager is responsible for managing Reliant Rehabilitation&rsquo;s technical support team and overseeing the delivery of IT support services to both field-based and corporate office Team Members. This role ensures service requests and incidents are handled efficiently and professionally through the support portal, email, and voicemail channels. The IT Service Desk Manager provides hands-on leadership and direct technical support when needed, ensuring quality service delivery, proper ticket handling, and thorough documentation. This role also serves as an escalation point for complex or urgent issues. The position requires a balance of management capabilities and technical expertise to ensure the IT support team consistently meets service expectations and business needs.</div>
Responsibilities:
<div>
The essential duties and responsibilities include, but are not limited to, the following:</div><div></div><ul><li> 
Manage and lead the IT Service Desk team, providing day-to-day oversight, coaching, and performance management</li><li>Ensure service requests and incidents are prioritized, assigned, and resolved in accordance with established SLAs</li><li>Monitor ticket queues to ensure timely responses, accurate documentation, and proper resolution of issues</li><li>Provide direct technical support for escalated, high-priority, or complex incidents as needed</li><li>Serve as the primary escalation point for unresolved service desk issues and urgent incidents</li><li>Coordinate, manage, and hold external IT support vendors accountable to service expectations and SLAs</li><li>Maintain high-quality ticket documentation and knowledge base articles</li><li>Develop, implement, and maintain service desk processes, procedures, and standards</li><li>Collaborate with other IT teams and business stakeholders to resolve cross-functional issues</li><li>Analyze service desk metrics and reports to identify trends, improve performance, and enhance service delivery</li><li>Support onboarding and on-going training of new service desk staff, ensuring technical and customer service standards are met</li><li>Communicate service outages, updates, and resolutions effectively to end users and leadership</li><li>Ensure customer satisfaction by promoting a service-oriented mindset within the IT support team</li><li>Assist with IT projects and initiatives as assigned</li><li>Must conduct self in an ethical, legal and responsible manner at all times</li><li>Attends all mandatory meetings, trainings, and assignments as delegated</li><li>Perform other duties and responsibilities as assigned</li><li>Must adhere to the policies, principles, and guidance within the Employee Handbook and Code of Business Conduct</li></ul>
Qualifications:
<div>
Qualifications and Skills:</div><div></div><ul><li> 
2-year associate degree, Technical Certifications, or equivalent Experience. (4-year degree preferred)</li><li>2+ years&rsquo; experience managing an IT Service Desk or technical support team</li><li>Proven experience managing ticket queues, escalations, and service-level agreements (SLAs)</li><li>Hands-on technical experience supporting end-user systems, applications, and hardware</li><li>Ability to provide technical leadership and act as an escalation point for complex or urgent issues</li><li>Ability to manage multiple priorities in a fast-paced environment</li><li>Strong customer service orientation with attention to detail</li><li>Strong written and verbal communication skills</li></ul></div>

Turbo Consultin

Work Status: USC only (ability to obtain US Public Trust required)Location: Washington DC / Remote hybridRole purpose: Leads customer's single-tier, AI-enabled Service Desk and is accountable for intake-to-closure incident ownership, Tier Zero knowledge management, escalation governance, performance dashboards, and executive/VIP support.Core responsibilities<ul><li>Direct a remote-friendly single-tier Service Desk model in which technicians own incidents and requests from intake through closure, minimizing handoffs and improving customer satisfaction.</li><li>Stand up and continuously improve Tier Zero capabilities including self-service portals, knowledge repositories, virtual agents, and plain-language help content.</li><li>Oversee ticket quality, categorization, prioritization, root-cause documentation, and escalation discipline across daily operations.</li><li>Use AI-enabled service operations practices such as intelligent routing, predictive maintenance, trend detection, and automated troubleshooting to reduce downtime and recurring tickets.</li><li>Manage staffing levels, customer-to-technician ratios, onsite surge support, after-hours coverage, and event support for leadership and mission-critical activities.</li><li>Run monthly governance reviews and real-time dashboard reporting on SLA performance, escalations, trends, risks, customer effort, and improvement actions.</li><li>Partner with PMO, cybersecurity, and engineering teams to maintain end-to-end support readiness for devices, collaboration tools, identity issues, and post-migration stabilization.</li></ul>Minimum qualifications<ul><li>Bachelor&rsquo;s degree in information systems, computer science, business, or related field; equivalent experience may be considered.</li><li>10+ years of IT service management and service desk experience, including 5+ years leading enterprise support teams.</li><li>Hands-on experience with omnichannel ticketing, knowledge management, incident/problem management, and customer-experience metrics.</li><li>Demonstrated ability to lead executive support, escalation management, root-cause analysis, and service reporting in a fast-paced federal environment.</li><li>Experience with Zendesk, ServiceNow, Slack, M365, Jamf/Intune, and AI-enabled service desk tooling.</li><li>ITIL Managing Professional or ITIL 4 Foundation.</li><li>HDI Support Center Manager or equivalent service desk leadership credential.</li></ul>Preferred qualifications / certifications<ul><li>Prior experience scaling support operations for a distributed workforce with strong CSAT performance.</li></ul>Pay: $130,000.00 - $150,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Professional development assistance</li><li>Retirement plan</li><li>Vision insurance</li></ul>Work Location: Hybrid remote in Washington, DC 20036

Service Desk Manager

Bit Insight Group

About BIT Insight GroupThe BIT Insight Group is a cloud-based IT support company dedicated 24/7 support to providing innovative, reliable, and scalable IT solutions for businesses of all sizes. Our team works with diverse clients to ensure their IT infrastructure, cloud environments, and applications run smoothly, securely, and with scalability.Role OverviewOur IT Managed Services Department is seeking a motivated and experienced Service Desk Manager to take operational ownership of our Tier 1/2 service desk across managed client accounts. You will support SLA performance, lead a team of technicians, and serve as a reliable point of contact for client stakeholders. This role is ideal for a candidate who has strong technical support roots, is stepping confidently into people management, and is eager to grow within an MSP environment long-term.Key ResponsibilitiesTeam Leadership &amp; Development<ul><li>Lead, mentor, and hold accountable a team of 5&ndash;10 service desk technicians across tiers and shifts</li><li>Conduct structured 1:1s, performance reviews, and skills coaching sessions</li><li>Own shift scheduling, on-call rotations, and coverage planning to maintain service availability Monday - Friday, 8:30 AM&ndash;5 PM ET</li><li>Build technician career paths and drive participation in certification programs</li></ul>Client Satisfaction &amp; Account Management<ul><li>Act as the primary escalation contact for managed service clients &mdash; responsive, professional, and solution-focused</li><li>Lead and prepare content for Quarterly Business Reviews (QBRs) with client stakeholders on as-needed basis</li><li>Proactively surface client risks, communicate issues with full transparency, and own resolution follow-through</li><li>Cultivate trusted advisor relationships across all assigned accounts</li></ul>Service Delivery &amp; SLA Compliance<ul><li>Own SLA/OLA adherence across all client accounts and incident priority tiers</li><li>Monitor live ticket queues and dashboards; identify bottlenecks and drive resolution velocity</li><li>Manage P1/P2 escalation paths and coordinate cross-team response during major incidents</li><li>Maintain and enforce ticket documentation standards and knowledge base quality</li></ul>Operations, Reporting &amp; Process Improvement<ul><li>Define, track, and report KPIs: MTTR, FCR rate, CSAT, ticket volume, backlog aging, and SLA attainment</li><li>Identify systemic issues and partner with engineering teams on root cause analysis and elimination</li><li>Champion ITIL-aligned process improvements and operational maturity initiatives</li><li>Administer and optimize ITSM tooling (Atera, ServiceNow, or new tool equivalent)</li><li>Support new client onboarding by collaborating with sales and account management on service scoping</li></ul>Required Qualifications<ul><li>3&ndash;5 years of IT service desk or technical support experience, with 1&ndash;2 years in a supervisory or team lead role (a plus)</li><li>Direct, hands-on experience in a Managed Services Provider (MSP) environment &mdash; required</li><li>Demonstrated success managing multi-client support environments with competing SLA obligations</li><li>ITIL Foundation certification (v4 preferred); strong working knowledge of ITIL frameworks</li><li>Proficiency with ITSM/PSA tools</li><li>Excellent written and verbal communication; comfortable presenting to both technical and executive audiences</li><li>Available and committed to Monday &ndash; Friday, 8:30 AM &ndash; 5:00 PM Eastern Time throughout the engagement</li><li>Authorized to work as a 1099 independent contractor in the United States</li></ul>Qualifications and Certifications<ul><li>Educated in Information Technology or related field (or equivalent experience)</li><li>HDI Support Center Manager (SCM), CompTIA (A+/Network+/Security+), or Microsoft certifications</li><li>Experience supporting clients in regulated industries (HIPAA, SOC 2, PCI-DSS)</li><li>Familiarity with RMM platforms</li><li>Working knowledge of Microsoft 365, Azure AD, and endpoint management (Intune/Autopilot)</li><li>Background in workforce management or structured scheduling in a 24/7 or extended-hours environment</li></ul>Pay: $28.00 - $33.00 per hourWork Location: Remote

IT Managed Services Service Desk Manager

Medicus IT

<div><h1 class="jobSectionHeader">Job Summary</h1>

The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 &amp; 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead should provide advanced trouble shooting and mentoring to other members of the Enterprise Service Desk team whilst also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents. 

<h1 class="jobSectionHeader">
Responsibilities:</h1>
<ul><li>Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.</li>
<li>Provide training, coaching, and real-time assistance to all Service Desk Analysts.</li>
<li>Identify strengths and weakness among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.</li>
<li>Assist management in QA Review processes to improve ticket quality and escalation</li>
<li>Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.</li>
<li>Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.</li>
<li>Action tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed.</li>
<li>Develop familiarity with client contracts to understand service levels and obligations.</li>
<li>Assist in new hire on-boarding process.</li>
</ul><h1 class="jobSectionHeader">Skills:</h1>
<ul><li>Experience with ConnectWise ITSM platform</li>
<li>Incident, request, problem, change and major incident management experience</li>
<li>Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to:
<ul><li>Microsoft Windows 10 &amp; 11</li>
<li>Microsoft Server 2016-2025</li>
<li>Microsoft 365 &amp; Intune</li>
<li>Entra ID/Active Directory</li>
<li>Citrix Xenapp</li>
<li>Virtualization, e.g. VMware, Hyper V, Proxmox</li>
<li>Cisco Meraki</li>
<li>Email Security, e.g. Proofpoint, Mimecast</li>
</ul></li><li>skills (oral and written), with ability to converse both laterally and vertically.</li>
<li>Excellent customer service and service management skills.</li>
<li>High energy, friendly with the ability to articulate technical solutions into layman terms</li>
<li>Able to work under pressure, prioritize and multitask.</li>
</ul><h1 class="jobSectionHeader">Qualifications:</h1>
<ul><li>Bachelor's degree preferred.</li>
<li>Technical certifications and training a plus.</li>
<li>ITIL certification or strong knowledge of working practices.</li>
<li>5 years minimum experience in a relevant field.</li>
<li>Experience within a large service delivery organization a plus 
</li>
<li>Able to work PST/MST hours (11am-8pm if you are on EST time)</li></ul></div>

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