Remote: Service Desk Manager - ITIL & SNOW (ServiceNow)

Summary: The Service Desk Manager role involves supervising and mentoring a team of IT support analysts while ensuring compliance with service level agreements (SLAs). The position requires implementing ITIL best practices and driving improvements in customer satisfaction and operational performance. The manager will also support onboarding and training of staff and collaborate with stakeholders to optimize service delivery processes.

Key Responsibilities:

• Supervise and mentor a team of Tier 1 and Tier 2 IT support analysts
• Ensure service desk incidents are properly logged, tracked, escalated, and resolved in compliance with SLAs
• Implement and enforce ITIL-based best practices in incident, request, and problem management
• Drive improvements in customer satisfaction and end-user experience
• Monitor performance metrics and develop regular reporting on service levels and operational KPIs
• Support onboarding, training, and scheduling of help desk staff
• Participate in new business transition activities, team readiness assessments, and customer briefings
• Collaborate with stakeholders to continuously optimize support workflows and service delivery processes

Key Skills:

• 8+ years of experience in IT operations or service desk environments
• 2+ years of experience in a supervisory or team lead capacity
• Experience supporting federal clients and mission-critical systems
• Strong communication, leadership, and conflict-resolution skills
• Strong knowledge and experience with ServiceNow
• Solid understanding of ITIL-based service desk metrics and reporting
• Ability to manage teams in high-paced, compliance-regulated environments

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT