Desktop Support Manager - ServiceNow

Role: Desktop Support Manager - ServiceNow Duration: 6 Months (Contract) W2 Location: Atlanta, GA (Onsite) Key Skills: ServiceNow, project management, team leadership, problem management, communication, IT service management, hardware troubleshooting, software troubleshooting, resource allocation, reporting and analytics. Job Description: We are seeking a Desktop Support Manager to oversee and enhance our desktop support operations. This role will focus on managing service requests, optimizing the use of our ServiceNow ticketing system , and leading a team of technicians to provide high-quality support to end-users. Key Responsibilities: Proactively manage and prioritize service requests and incidents using the ServiceNow ticketing system. Develop and implement a tiered resolution model for service requests, ensuring efficient handling of tier 3 requests with subject matter experts. Provide service desk support for end-users via phone, email, chat, and ServiceNow. Diagnose and resolve complex hardware and software issues, ensuring timely support for desktops, laptops, printers, and peripherals. Oversee the installation, configuration, and upgrading of operating systems and software. Setup user accounts and permissions post-imaging processes. Collaborate with AIM leadership to improve the efficiency and reliability of IT services through problem management. Leverage ServiceNow for effective knowledge base and asset management. Deliverables: Provide weekly reports detailing ticket metrics, including number of tickets received, resolved by tier, time to resolution, and identified problems. Collaborate with AIM teams to analyze and enhance ServiceNow usage and create a roadmap for maximizing knowledge and asset management. Develop a roadmap for problem management leveraging ServiceNow and support its implementation. Skills and Qualifications: Bachelor's degree in information technology or a related field. 5+ years of experience in desktop support or IT service management, with at least 2 years in a managerial role. Proficient in using ServiceNow and other IT service management tools. Strong leadership, communication, and organizational skills. Success Factors: Ability to manage multiple priorities and lead a team effectively. Strong analytical skills for reporting and problem resolution. Commitment to continuous improvement and customer service excellence. Email your resume to usjobs@mavensoft.com To learn more about Mavensoft visit us online at http://www.mavensoft.com/