What are the responsibilities and job description for the IT Service Desk Manager position at AppTier LLC?
About the Role
At AppTier, our consultants are recognized as masters in OpenText, helping clients modernize how they manage, store, and access information.
As the Manager of our service desk, you’ll oversee our service desk operations, providing escalation services on a reactionary basis similar to an IT Help Desk to support service level agreements and system asssurance.
Furthermore, you’ll provide proactive monitoring and maintenance services to continuously ensure proper operations and performance of our ECM Solution (OpenText)
About AppTier
AppTier is a boutique IT consulting firm specializing in Enterprise Content Management (ECM), with deep expertise in OpenText Content Server. Since 2001, we’ve helped clients across industries modernize how they manage, store, and access information by pairing technical depth with business insight.
Core Responsibilities
Service Desk Leadership
- Respond to client support requests by identifying problems, researching solutions, and guilding clients through corrective steps
- Ensure high levels of satisifcation with AppTier service and soutions, providing clear updates, actions plans and timely resolutions.
- Ensure clients are informed of their system’s health and use through metrics tracking and reporting
- Improve and enhance service desk procedures
- Improve client documentation by creating and maintaining client information binders
- Improve system performance through identification of problems, proposing solutions, and actioning agreed-upon solutions through completion.
- Own various requests from management, acting as a value-added member of AppTier and the services it delivers.
Required Skills & Experience
- 3–5 years of IT service desk or infrastructure experience, with at least 2 years in an escalation role
- Knowledge of Windows Server Operating system
- Knowledge of relational databases (e.g., Oracle, SQL)
- Experience managing both cloud environments (e.g., Azure, AWS) and traditional infrastructure.
- Familiarity with service desk tools, monitoring platforms, and automation frameworks.
- Experience defining, tracking, and reporting on SLAs, KPIs, and service metrics.
- Ability to lead client-facing escalations
- Bachelor’s degree in Information Systems, Computer Science, or a related field
Why AppTier?
- Impact you can see – Your leadership directly shape client outcomes and AppTier’s growth.
- Trusted advisor role – Work side-by-side with senior stakeholders, not layers of management.
- Mastery in OpenText – Collaborate with some of the most experienced consultants in the industry.
- Autonomy with support – Run projects indpenedently with the confidence of a supportive team.
- Growth without bureaucracy –Influencemethodologies, mentor future consultants, and carve your own leadership path.
Pay: $95,000.00 - $115,000.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: Remote
Salary : $95,000 - $115,000