What are the responsibilities and job description for the Information Technology Service Desk Manager position at Odyssey Information Services?
We are seeking a hands-on IT Service Desk Manager to lead day-to-day IT support operations and supervise the Desktop Support / Service Desk team. This role is responsible for ensuring high service levels, resolving escalated technical issues, managing ticket workflows, and maintaining adherence to IT processes and standards.
Responsibilities
- Lead and mentor the Service Desk team to deliver excellent technical support and customer service
- Manage daily ticket flow, staff coverage, schedules, and service level performance
- Serve as the final escalation point for complex desktop and end-user support issues
- Coordinate with network teams and third-party vendors to resolve incidents
- Review service metrics and drive continuous process improvements
- Support desktop incident resolution and hands-on troubleshooting
- Maintain documentation, audit support activities, and assist with special projects
Qualifications
- Bachelor’s degree in Computer Science, MIS, or equivalent experience
- 4 years of IT help desk / desktop support experience
- 2 years of leadership or supervisory experience
- Strong experience with Microsoft 365, Windows Server, Windows OS, desktop hardware, and printers
- Knowledge of Microsoft Office, Microsoft Azure, Active Directory, and PowerShell preferred
- Strong communication, leadership, and problem-solving skills