IT Service Desk Manager (FTE / Direct Hire)

Job Summary

Optomi, 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 Responsibilities

Team Leadership & Development

• Guide, 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 Operations

• Oversee 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 Approach

• Cultivate 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 Skills

• Leadership 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 & Experience

• Bachelor’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

If you’re a service-oriented leader with a passion for team development and operational excellence, we encourage you to apply.