IT Service Desk Manager in USA

IT Service Desk Manager in USA

We are searching for a highly qualified an IT Service Desk Manager in USA to handle the Service Desk department across the enterprise. You will be a role model for the team through superior character and demonstrated technical acumen.

Company NameThe Friedkin Group
Updated7th Dec22, Wednesday
LocationHouston, TX United States
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Responsibilities-IT Service Desk Manager in USA

  • As an IT Service Desk Manager in USA, you will create, manage and help customer help desk specialists across multiple locations to provide a great customer experience
  • · Must monitor, provide the report, and analyze team performance to bring improvement in KPIs
  • · Dig out training gaps and help in building educational opportunities to correct gaps
  • · You have to coordinate training opportunities, including timelines
  • · Always ready to respond directly to support problems and service requests
  • · Cooperate with other team members to make sure resolution of incidents promptly
  • · You will be responsible to make sure customer satisfaction by managing constant communication
  • · Find out the latest trends in support requests and automation opportunities
  • · Check out great opportunities to modernize the service desk experience
  • · Must create, maintain, and support operational processes
  • · Conduct Interviews and recommend candidates for hire on an as-needed basis
  • · Manage communications with other support teams, including FAQ’s or QRCs
  • · You have to maintain the support documentation in a central knowledge base
  • · Other duties as assigned

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IT Service Desk Manager in USA


  • Must have a Bachelor’s degree with 5-8 years of IT Customer Service Management
  • · Working experience with a Managed Services Provider
  • · Excellent Leadership Experience
  • · Must have customer service skills with both written and verbal communication
  • · Always ready to be “Hands On” and “Do the Work.”
  • · Superb Time Management skills
  • · Command on all major Microsoft Office product (O365, Outlook, Word, PowerPoint, Excel)
  • · Knowledge about ITIL Service Desk processes
  • · Experience with automation of service desk processes

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Travel Required

Minimal travel is required for this position (up to 20% of the time and on a domestic basis).

Must read: U.S.A Scholarships 2023

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