Data Freelance Hub
Senior IT Service Desk Manager
Data Freelance Hub, Charlottesville, Virginia, United States, 22904
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This role is for a Senior IT Service Desk Manager on a long-term contract, remote with occasional travel. Requires 8+ years of IT service desk management experience, expertise in Jira and Microsoft cloud, ITIL certification preferred, and strong leadership skills. Pay rate is \"unknown.\"
United States
Job Title: Senior IT Service Desk Manager. Location: Remote (Occasional travel to Charlottesville, VA or Stuart, FL). Employment Type: Long-Term Contract.
About the Role
Concept is that this person has to watch over the desk– helping to provision users, login issues, desktop issues, onboarding, reporting, and providing L1 support structure. They’ll talk to business users, understand their problems and remain extremely customer facing. Less technical, more leadership and strategy. Primary Duties and Responsibilities
Service Desk Leadership & Operations
Oversee and manage the IT Service Desk team, including local and offshore resources, to provide exceptional L1 and L2 support. Monitor, analyze, and improve service desk performance metrics and SLAs to ensure prompt and effective resolution of incidents and service requests. Implement a proactive shift-left strategy to reduce recurring issues and improve first-call resolution rates. Identity and Access Management (IAM)
Lead IAM processes to ensure secure and efficient provisioning, de-provisioning, and access management for all systems and applications. Collaborate with security teams to enforce policies and compliance standards. End-User Support & Desktop Services
Oversee desktop and end-user support, including hardware, software, and peripheral devices. Manage software provisioning, desktop software procurement, and license compliance. Optimize procurement strategies to align with budgetary constraints while maintaining operational excellence. ITSM Processes & Governance
Establish and enforce ITSM processes, including incident, problem, change, and request management. Drive governance initiatives to ensure alignment with organisational goals and compliance with standards. Ensure integration of ITSM tools with other platforms for better operational insights and efficiency. Ensure effective use of Jira dashboards, reports, and integrations to improve visibility and team performance. Develop, deliver and maintain quarterly business reviews, sharing strategic KPIs, and associated action plans. Microsoft Cloud Ecosystem Expertise
Manage and optimise services across Microsoft’s cloud ecosystem, including Office 365, Azure, and Intune. Drive adoption of Microsoft tools to streamline workflows and enhance collaboration. Automation Initiatives
Lead efforts to identify and implement process and technical automation to improve efficiency and reduce manual effort. Collaborate with technical teams to integrate automation solutions within service desk operations. Emerging Trends and Best Practices
Stay updated on industry trends and emerging technologies in IT service management and end-user computing. Recommend and implement best practices to enhance the service desk’s capabilities and relevance in a rapidly evolving landscape. Minimum Requirements or Qualifications
Bachelor’s degree in information technology, Computer Science, or related field. 8+ years of experience in IT service desk management or related roles, with 3+ years in a senior leadership position. Strong technical skills across service desk platforms, IAM, desktop support, telephony systems, and ITSM tools. Proven experience with Jira software suite and Microsoft cloud ecosystem (Office 365, Azure, Intune). Expertise in ITSM frameworks, including ITIL (certifications preferred). Experience implementing process and technical automation within IT operations. Proven experience managing offshore contractors and distributed teams. Exceptional communication, problem-solving, and leadership abilities. Demonstrated ability to drive process improvements and instill a proactive, customer-first mindset. Freelance data hiring powered by an engaged, trusted community — not a CV database. 85 Great Portland Street, London, England, W1W 7LT
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Concept is that this person has to watch over the desk– helping to provision users, login issues, desktop issues, onboarding, reporting, and providing L1 support structure. They’ll talk to business users, understand their problems and remain extremely customer facing. Less technical, more leadership and strategy. Primary Duties and Responsibilities
Service Desk Leadership & Operations
Oversee and manage the IT Service Desk team, including local and offshore resources, to provide exceptional L1 and L2 support. Monitor, analyze, and improve service desk performance metrics and SLAs to ensure prompt and effective resolution of incidents and service requests. Implement a proactive shift-left strategy to reduce recurring issues and improve first-call resolution rates. Identity and Access Management (IAM)
Lead IAM processes to ensure secure and efficient provisioning, de-provisioning, and access management for all systems and applications. Collaborate with security teams to enforce policies and compliance standards. End-User Support & Desktop Services
Oversee desktop and end-user support, including hardware, software, and peripheral devices. Manage software provisioning, desktop software procurement, and license compliance. Optimize procurement strategies to align with budgetary constraints while maintaining operational excellence. ITSM Processes & Governance
Establish and enforce ITSM processes, including incident, problem, change, and request management. Drive governance initiatives to ensure alignment with organisational goals and compliance with standards. Ensure integration of ITSM tools with other platforms for better operational insights and efficiency. Ensure effective use of Jira dashboards, reports, and integrations to improve visibility and team performance. Develop, deliver and maintain quarterly business reviews, sharing strategic KPIs, and associated action plans. Microsoft Cloud Ecosystem Expertise
Manage and optimise services across Microsoft’s cloud ecosystem, including Office 365, Azure, and Intune. Drive adoption of Microsoft tools to streamline workflows and enhance collaboration. Automation Initiatives
Lead efforts to identify and implement process and technical automation to improve efficiency and reduce manual effort. Collaborate with technical teams to integrate automation solutions within service desk operations. Emerging Trends and Best Practices
Stay updated on industry trends and emerging technologies in IT service management and end-user computing. Recommend and implement best practices to enhance the service desk’s capabilities and relevance in a rapidly evolving landscape. Minimum Requirements or Qualifications
Bachelor’s degree in information technology, Computer Science, or related field. 8+ years of experience in IT service desk management or related roles, with 3+ years in a senior leadership position. Strong technical skills across service desk platforms, IAM, desktop support, telephony systems, and ITSM tools. Proven experience with Jira software suite and Microsoft cloud ecosystem (Office 365, Azure, Intune). Expertise in ITSM frameworks, including ITIL (certifications preferred). Experience implementing process and technical automation within IT operations. Proven experience managing offshore contractors and distributed teams. Exceptional communication, problem-solving, and leadership abilities. Demonstrated ability to drive process improvements and instill a proactive, customer-first mindset. Freelance data hiring powered by an engaged, trusted community — not a CV database. 85 Great Portland Street, London, England, W1W 7LT
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