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