firstPRO, Inc
Information Technology Service Desk Manager (Princeton)
firstPRO, Inc, Princeton, New Jersey, United States, 08543
Our client is seeking an experienced
IT Service Desk Manager
to lead the daily operations of their service desk. This role ensures the delivery of high-quality IT support services, manages a team of service desk analysts, and acts as the escalation point for complex or critical technical issues. The ideal candidate is a strong communicator, strategic thinker, and hands-on leader who is passionate about driving operational excellence and continuous improvement within IT support.
Key Responsibilities: Team Leadership & Development Manage, coach, and mentor service desk staff to ensure efficient issue resolution and excellent customer service. Promote a culture of accountability, collaboration, and ongoing professional development. Service Operations Oversee end-to-end service delivery, including
incident, request, change, and knowledge management . Utilize ITSM platforms (e.g.,
ServiceNow ) to manage service lifecycles and track SLAs, service availability, and business impact. Apply
ITIL-based service management
practices to improve efficiency and reliability. Escalation Management Serve as the
primary escalation point
for complex or high-priority technical issues, ensuring timely resolution and communication. Performance Monitoring Define, track, and report on service metrics (e.g., resolution time, customer satisfaction) to identify trends, root causes, and opportunities for improvement. Process Improvement Develop and refine workflows, escalation rules, and service request classification schemes to enhance service delivery. Lead initiatives that improve productivity and user experience across IT operations. Collaboration Partner with infrastructure, cybersecurity, and application teams to ensure seamless service and system reliability. Compliance & Documentation Maintain adherence to IT policies and governance, including
incident management, change control, and access management
procedures. Ensure proper documentation of processes, solutions, and support knowledge base articles.
Minimum Qualifications: Bachelors degree in
Information Technology, Computer Science , or a related field (or equivalent experience). 5+ years
of experience in IT support, with
at least 3 years
in a supervisory or managerial capacity. Proven experience managing IT service desk operations and teams. Strong knowledge of
help desk software ,
ITSM frameworks (e.g., ITIL) , and
performance metrics . Excellent
leadership, communication, and problem-solving
skills.
Preferred Competencies: Technical Troubleshooting & Escalation Management End-User Training & Support Upgrades & Patch Management Experience with
ServiceNow
or similar ITSM platforms Familiarity with
cybersecurity protocols
and
identity access management tools
(e.g., SailPoint)
IT Service Desk Manager
to lead the daily operations of their service desk. This role ensures the delivery of high-quality IT support services, manages a team of service desk analysts, and acts as the escalation point for complex or critical technical issues. The ideal candidate is a strong communicator, strategic thinker, and hands-on leader who is passionate about driving operational excellence and continuous improvement within IT support.
Key Responsibilities: Team Leadership & Development Manage, coach, and mentor service desk staff to ensure efficient issue resolution and excellent customer service. Promote a culture of accountability, collaboration, and ongoing professional development. Service Operations Oversee end-to-end service delivery, including
incident, request, change, and knowledge management . Utilize ITSM platforms (e.g.,
ServiceNow ) to manage service lifecycles and track SLAs, service availability, and business impact. Apply
ITIL-based service management
practices to improve efficiency and reliability. Escalation Management Serve as the
primary escalation point
for complex or high-priority technical issues, ensuring timely resolution and communication. Performance Monitoring Define, track, and report on service metrics (e.g., resolution time, customer satisfaction) to identify trends, root causes, and opportunities for improvement. Process Improvement Develop and refine workflows, escalation rules, and service request classification schemes to enhance service delivery. Lead initiatives that improve productivity and user experience across IT operations. Collaboration Partner with infrastructure, cybersecurity, and application teams to ensure seamless service and system reliability. Compliance & Documentation Maintain adherence to IT policies and governance, including
incident management, change control, and access management
procedures. Ensure proper documentation of processes, solutions, and support knowledge base articles.
Minimum Qualifications: Bachelors degree in
Information Technology, Computer Science , or a related field (or equivalent experience). 5+ years
of experience in IT support, with
at least 3 years
in a supervisory or managerial capacity. Proven experience managing IT service desk operations and teams. Strong knowledge of
help desk software ,
ITSM frameworks (e.g., ITIL) , and
performance metrics . Excellent
leadership, communication, and problem-solving
skills.
Preferred Competencies: Technical Troubleshooting & Escalation Management End-User Training & Support Upgrades & Patch Management Experience with
ServiceNow
or similar ITSM platforms Familiarity with
cybersecurity protocols
and
identity access management tools
(e.g., SailPoint)