What are the responsibilities and job description for the IT Service Desk Manager 0426 position at nexus IT group?
Key Responsibilities
- Lead and manage the IT Help Desk team, including hiring, training, coaching, and performance management
- Oversee day-to-day support operations, ensuring timely resolution of tickets and adherence to SLAs
- Develop and implement help desk policies, procedures, and best practices
- Monitor and report on key performance metrics (e.g., response time, resolution time, customer satisfaction)
- Act as an escalation point for complex technical issues
- Collaborate with other IT teams (infrastructure, security, applications) to resolve cross-functional issues
- Manage and optimize ticketing systems and support tools
- Drive process improvements and automation to enhance efficiency and user experience
- Maintain documentation, knowledge base articles, and standard operating procedures
- Ensure a high level of customer service and end-user satisfaction
- Assist in budgeting, vendor management, and procurement of IT support tools
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 5 years of IT support experience, with at least 2 years in a leadership or supervisory role
- Strong knowledge of desktop support, operating systems (Windows/macOS), and common business applications
- Experience with help desk/ticketing systems (e.g., ServiceNow, Jira, Zendesk)
- Familiarity with Microsoft 365, Active Directory, networking fundamentals, and endpoint management tools
- Proven ability to manage priorities in a fast-paced environment
- Strong problem-solving and decision-making skills
Preferred Qualifications
- ITIL certification or experience with ITIL frameworks
- Experience with remote support tools and hybrid workforce environments
- Knowledge of cybersecurity best practices
- Experience with automation and scripting (e.g., PowerShell)
- Background in SLA/KPI reporting and service improvement initiatives