Optomi
IT Service Desk Manager
Optomi, Brooklyn, New York, United States, 11210
Join our team as an IT Service Desk Manager and take on a leadership role in providing high-quality support to our organization's employees.Key ResponsibilitiesTeam Leadership & DevelopmentLead, mentor, and coach a team of service desk professionals to promote skill development and career growth.Guide junior team members for advancement into senior roles and support employee progression.Conduct performance reviews, set development goals, and provide feedback to help each team member reach their potential.Service Desk OperationsOversee daily service desk activities, ensuring prompt and effective incident, request, and change management.Identify areas for improvement and implement best practices to enhance service desk efficiency.Promote thorough documentation of incidents and resolutions for organization-wide accessibility.Service-Oriented ApproachCultivate a customer-focused, collaborative approach to issue resolution and problem-solving.Serve as an escalation point for complex issues, ensuring they're resolved with a service-focused mindset.Qualifications and SkillsLeadership Experience:
Proven ability to lead and develop IT service desk teams with success in advancing junior staff.Incident & Change Management:
Experience in handling IT incidents and change management with a focus on improvement.Service Mindset:
Dedicated to providing a positive, user-focused support experience.Humility & Empathy:
Approachable and supportive in guiding both users and team members.Education & ExperienceBachelor's Degree
in IT, Computer Science, or a related field (or equivalent experience).6+ years of IT Service Desk experience,
with at least 3 years in a supervisory role.Certifications
such as ITIL or HDI are a plus.Multilingual skills, particularly Spanish, are a plus to support a diverse team and Spanish-speaking employees across the organization
Proven ability to lead and develop IT service desk teams with success in advancing junior staff.Incident & Change Management:
Experience in handling IT incidents and change management with a focus on improvement.Service Mindset:
Dedicated to providing a positive, user-focused support experience.Humility & Empathy:
Approachable and supportive in guiding both users and team members.Education & ExperienceBachelor's Degree
in IT, Computer Science, or a related field (or equivalent experience).6+ years of IT Service Desk experience,
with at least 3 years in a supervisory role.Certifications
such as ITIL or HDI are a plus.Multilingual skills, particularly Spanish, are a plus to support a diverse team and Spanish-speaking employees across the organization