STEM Search Group
What you'll do...
Lead and manage a team of 10+ support specialists, overseeing all Tier 1 and Tier 2 helpdesk and desktop support operations.
Serve as the escalation point for high-impact incidents, ensuring timely resolution and effective communication to stakeholders.
Implement and refine ITSM best practices, including KPIs, SLA adherence, ticket hygiene, and incident response protocols.
Drive continuous service improvement by analyzing feedback, support trends, and operational metrics.
Collaborate with infrastructure teams to align support processes with broader IT initiatives and enterprise goals.
Train, coach, and develop team members, fostering a culture of accountability, customer focus, and technical excellence.
Own vendor relationships, budgeting, and lifecycle management for service desk tools and resources.
What we're looking for...
Proven experience managing large helpdesk or desktop support teams (10+ members) in enterprise environments (1,000+ employees). Strong background implementing KPIs, SLAs, and ITIL-aligned processes to standardize and elevate support services. Deep technical expertise in the Microsoft ecosystem, including Azure, M365, and Windows environments. Demonstrated success in enhancing service desk operations-support consistency, customer satisfaction, and operational reporting. Effective communicator with strong leadership, coaching, and conflict resolution skills. Preference for experience working in or with ITIL-aligned organizations (certification a plus but not required).
Proven experience managing large helpdesk or desktop support teams (10+ members) in enterprise environments (1,000+ employees). Strong background implementing KPIs, SLAs, and ITIL-aligned processes to standardize and elevate support services. Deep technical expertise in the Microsoft ecosystem, including Azure, M365, and Windows environments. Demonstrated success in enhancing service desk operations-support consistency, customer satisfaction, and operational reporting. Effective communicator with strong leadership, coaching, and conflict resolution skills. Preference for experience working in or with ITIL-aligned organizations (certification a plus but not required).