What are the responsibilities and job description for the Interim Service Desk Manager position at Kforce Technology Staffing?
RESPONSIBILITIES:
Kforce has a client located in Newtown Square, PA that is looking for an Interim Service Desk Manager. The duration of this role is 3-6 months (potential extension). The role is hybrid but they may consider fully remote.
Summary:
This role oversees the Service Desk Lead and team, with a primary focus on metrics, reporting, ITSM process standardization, and operational improvement. This is a hands-on, execution-focused role driving structure, visibility, and performance across the Service Desk.
Key Responsibilities:
Metrics, Reporting & Continuous Improvement:
* Establish and standardize Service Desk metrics (SLA, backlog, resolution time, ticket trends)
* Build consistent reporting and dashboards using ITSM data
* Lead recurring reviews to identify trends, repeat issues, and improvement opportunities
* Implement continuous improvement process (identify, act, measure, and report)
Service Desk Leadership:
* Oversee Service Desk Lead and L1 support team
* Align daily operations with process and roadmap goals
* Act as escalation point for complex or high-impact issues
* Coordinate across Infrastructure, Security, and Application teams
ITSM Process Standardization (Freshservice):
Standardize and enforce:
* Incident lifecycle workflows (New; Closed)
* Ticket taxonomy and prioritization
* SLA policies and adherence
* Improve routing, assignment rules, templates, and forms
Service Catalog & Request Management:
* Build and refine Service Catalog (top request types)
* Convert high-volume requests into structured workflows (forms, approvals, tasks)
* Standardize onboarding/offboarding processes
REQUIREMENTS:
* 7 years of IT Service Desk/IT Operations experience
* 2 years in Service Desk management or ITSM leadership
* Strong ITSM tool experience (Freshservice preferred)
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client located in Newtown Square, PA that is looking for an Interim Service Desk Manager. The duration of this role is 3-6 months (potential extension). The role is hybrid but they may consider fully remote.
Summary:
This role oversees the Service Desk Lead and team, with a primary focus on metrics, reporting, ITSM process standardization, and operational improvement. This is a hands-on, execution-focused role driving structure, visibility, and performance across the Service Desk.
Key Responsibilities:
Metrics, Reporting & Continuous Improvement:
* Establish and standardize Service Desk metrics (SLA, backlog, resolution time, ticket trends)
* Build consistent reporting and dashboards using ITSM data
* Lead recurring reviews to identify trends, repeat issues, and improvement opportunities
* Implement continuous improvement process (identify, act, measure, and report)
Service Desk Leadership:
* Oversee Service Desk Lead and L1 support team
* Align daily operations with process and roadmap goals
* Act as escalation point for complex or high-impact issues
* Coordinate across Infrastructure, Security, and Application teams
ITSM Process Standardization (Freshservice):
Standardize and enforce:
* Incident lifecycle workflows (New; Closed)
* Ticket taxonomy and prioritization
* SLA policies and adherence
* Improve routing, assignment rules, templates, and forms
Service Catalog & Request Management:
* Build and refine Service Catalog (top request types)
* Convert high-volume requests into structured workflows (forms, approvals, tasks)
* Standardize onboarding/offboarding processes
REQUIREMENTS:
* 7 years of IT Service Desk/IT Operations experience
* 2 years in Service Desk management or ITSM leadership
* Strong ITSM tool experience (Freshservice preferred)
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Salary : $45 - $55