Optomi
IT Service Desk Manager (FTE / Direct Hire)
Optomi, New York, New York, us, 10261
Job SummaryOptomi, in partnership with our NY based client, are seeking a service-oriented leader with a passion for team development and operational excellence!The IT Service Desk Manager will lead the IT service desk team, ensuring high-quality, efficient support for employees across the organization. This role is suited for a service-oriented leader who values team development, continuous improvement, and collaborative problem-solving. The manager will focus on growing junior team members into senior roles, enhancing team performance, and driving a supportive service culture.Key ResponsibilitiesTeam Leadership & DevelopmentGuide, mentor, and coach a team of service desk professionals, promoting skill development and career growth.Develop junior team members for advancement into senior roles, with a track record of supporting 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 handling of incidents, requests, and changes.Track and manage incidents, drive change management processes, and identify areas for improvement.Implement best practices to enhance service desk efficiency and promote continuous improvement.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 organizationIf you're a service-oriented leader with a passion for team development and operational excellence, we encourage you to apply.
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 organizationIf you're a service-oriented leader with a passion for team development and operational excellence, we encourage you to apply.