IT Service Desk Manager
Summary
We are seeking an IT Service Desk Manager to lead Service Desk Operations, supervise support staff, resolve escalated technical issues, and improve service delivery. This full-time, on-site Minneapolis role will support users across hardware, software, networking, Microsoft 365, Windows, macOS, VoIP, VPN, and ServiceNow.
Responsibilities
- Lead, train, and develop service desk technicians and student workers.
- Ensure incidents and service requests are documented, prioritized, and resolved within service-level expectations.
- Serve as the escalation point for complex technical issues and security concerns.
- Manage ServiceNow workflows, the Knowledgebase, asset records, and service performance reporting.
- Provide hands-on support and oversee computer and software deployment.
- Document procedures, train users, and drive continuous service improvements.
Requirements
- Experience supervising or working in an IT service desk environment.
- In-depth knowledge of computer hardware, software, networking, Microsoft 365, Windows, macOS, VoIP, and VPN.
- Excellent troubleshooting, communication, leadership, and customer-service skills.
- Ability to manage tickets and records, protect confidential information, meet deadlines, and work independently.
- Ability to work full-time on-site in Minneapolis and lift up to 40 pounds.
Preferred
- ITIL or CompTIA A+ certification.
- ServiceNow administration or configuration experience.
- Experience with IT service management, asset management, reporting, or scripting.
- Experience supporting users in a higher education environment.
This is a 5-6 month onsite Contract opportunity with the Minneapolis client. Low-cost employee benefits, paid time off, paid Holidays, and a 401(k) (with an immediately vested company match) are available with TriCom during the contract period. H-1B visa sponsorship is not available for this position. No third-parties, please.
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