IT Service Desk Manager
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
-
Recommended Jobs
Student Worker - Food Service - Univ. of Virginia-Castle
Job Description Position Summary We are seeking an enthusiastic and reliable Student Worker to join our team at Za'atar at The Castle. This role is perfect for a student interested in gaining v…
Experienced Diesel Service Technician
Job Description Job Description Description: Now Hiring: Elite Diesel Technicians at CMA's Williamsburg Ford Tired of the daily grind? Ready to be compensated like the expert you are? …
Service Lot Attendant/Porter
Casey Auto Group is actively seeking a Service Lot Attendant/Porter to join the team! The Service Lot Attendant is responsible for assisting with various duties related to maintaining the organizat…
Pump Repair Technician
Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ co…
Cath Lab | RN
Cath Lab Registered Nurse (RN) – Travel Nursing Job in Fredericksburg, VA Advance your nursing career as a Cath Lab Registered Nurse in Fredericksburg, Virginia (zip code 22401). This travel nursin…
SALES ASSOCIATE
Job Description Job Description Position Description: Come and join our fast-growing company and experience unlimited earning potential!American Freight is looking for sales associates that are r…
Itinerant Teacher (For Visually Impaired Students)
Job Description Job Description Position: Itinerant Teacher for the Visually Impaired Rate: Up to $60 per hour Commitment: Full-time We are seeking an Itinerant Teacher for the Visua…
Account Manager - State Farm Agent Team Member
Job Description Job Description Benefits: License reimbursement Bonus based on performance Competitive salary Flexible schedule Health insurance Opportunity for advancement P…
Blue Team Engineer (VMware Systems Architect)
Program Overview Delivers configurable, scalable, and adaptable cybersecurity solutions to meet the evolving needs of the warfighting customer. This program supports a range of key roles, includin…
Star Express Cashier
Looking for a fast-paced work place? Star Express is a growing convenience store chain in Central Virginia. We are looking for FRIENDLY and SMILING faces. Benefits of a flexible schedule, ADVANCEMENT…