Service Desk Leadership

Supervise help desk resources to ensure a consistently high level of service

Manage day-to-day service desk operations, including ticket flow, prioritization, and workload distribution

Lead and manage a 4-person team, including performance management, coverage, and accountability

Establish and enforce team performance expectations, work prioritization, and service standards

Responsible for meeting defined service levels and improving measurable service performance

Serve as the escalation point for complex or high-impact issues

Consistently demonstrate use of tact and discretion

Customer Experience

Ensure consistent delivery of responsiveness, follow-up, and clear communication across all user interactions

Enforce ownership of tickets through resolution and maintain high service quality standards

Operational Management & Prioritization

Service Desk Manager

Responsibilities