IT Service Desk Manager

Mondo
Vienna, VA

Apply now: IT Service Desk Manager, location is Remote (EST hours). The start date is ASAP for this contract position.

Job Title: IT Service Desk Manager
Location-Type: Remote (must work EST hours)
Start Date Is: ASAP
Duration: Contract
Compensation Range: $40/hr – $55/hr

Job Description:
Lead and optimize IT service desk operations across distributed, high-volume environments.

Day-to-Day Responsibilities:

  • Manage two teams: Service Desk and Clinical Technology Support

  • Oversee 9 offshore staff handling network and monitoring alerts

  • Ensure SLA compliance, manage ticket volumes (400 daily)

  • Triage and resolve escalations and complex break/fix issues

  • Implement automation and process improvements to reduce tickets

  • Monitor team capacity and performance metrics

  • Maintain documentation in Confluence/Jira

  • Support cloud environment monitoring and basic management

Requirements:

  • Must-Haves:

    • 5 years in IT support/operations leadership

    • Experience in multi-location environments (retail, medical, etc.)

    • Managing high-volume ticket environments (300–400 daily)

    • Oversight of onshore/offshore IT teams

    • Familiarity with enterprise ITSM tools (ServiceNow, Remedy Helix)

    • AI chatbot and self-service automation experience

    • Confluence/Jira proficiency

    • Cloud monitoring exposure (AWS/Azure)

    • Strong communication, proactive, hands-on leadership style

  • Nice-to-Haves:

    • Experience as a key service liaison or external-facing IT lead

    • Background in mid-sized firms ($1–2B revenue)

    • Familiarity with tools like NewRelic, AWS, or Azure

Posted 2025-07-31

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