IT Service Desk Manager

Job Description

Job Description

Salary: $130,000

About Us

Digacore Consulting is a technology consulting firm offering Managed IT Support Services to our clients. We are currently seeking a qualified candidate to fill the role of Service Manager and join our growing team. At Digacore, we take pride in maintaining the highest customer service standards and providing technical solutions that optimize our clients business goals. Our overarching goal is to foster a work environment filled with growth-oriented individuals who possess a 'get it done' attitude and understand the value of teamwork and healthy interactions with clients and co-workers. If you are passionate about technology, enjoy helping others, and have a proven track record of taking ownership of tasks, we want you to join our diverse and talented team.

About the Role
The Service Manager is responsible for overseeing the Helpdesk Service Department, ensuring smooth day-to-day operations, delivering high-quality service, and fostering a positive team culture. This role requires strong leadership, problem-solving skills, and the ability to balance immediate service needs with long-term improvements.

Primary Responsibilities

Service Delivery & Performance Management

• Oversee daily operations of the Helpdesk team to ensure quick response times and efficient service delivery.
• Monitor performance metrics like response and resolution times, as well as customer satisfaction (CSAT), to drive ongoing improvements.
• Ensure the team is properly resourced to manage service ticket volume and address escalations effectively.
• Serve as the primary point of contact for high-priority incidents, ensuring rapid resolution and clear communication with stakeholders.

Team Leadership & Development

• Lead and support Pod Managers to optimize team performance and service delivery.
• Create and maintain a collaborative, positive environment that fosters growth and professional development.
• Conduct regular one-on-one meetings with direct reports to offer feedback, discuss career goals, and provide guidance on career progression.
• Oversee talent development and ensure a clear career path and structured promotion opportunities for team members.

Client & Stakeholder Management

• Communicate clearly with VIP clients and executives, translating complex technical issues into understandable solutions.
• Lead de-escalation efforts in sensitive client situations, maintaining a professional and solution-oriented approach.
• Work closely with other departments to ensure smooth transitions from projects to service operations.

Process Improvement & Strategic Execution

• Regularly evaluate and refine service processes to ensure they are efficient and up-to-date.
• Identify and address recurring issues, collaborating with cross-functional teams to implement preventive solutions.
• Participate in EOS meetings, working with the Service Director to align and execute key strategic initiatives for service growth and improvement.

Operational Oversight & Decision-Making

• Manage and update the on-call schedule to ensure the team is adequately staffed for support needs.
• Make informed decisions during after-hours situations, coordinating cross-department approvals as needed.
• Balance urgent tasks with long-term goals, prioritizing effectively to meet the needs of both the team and clients.

Qualifications & Skills

• 5-7 years of proven experience in IT service management or a related field, with a demonstrated ability to lead teams effectively.
• Strong analytical skills and experience interpreting data to drive performance improvements.
• Excellent communication skills, particularly when dealing with high-priority client interactions.
• Ability to manage escalations with professionalism, meeting both team and client expectations.
• Skilled in multitasking and prioritization, particularly in fast-paced, dynamic environments.

Salary: $130,000 Annually

Benefits:

• Nationwide medical insurance.
• Dental insurance.
• Life insurance gifted to all employees.
• Long-term disability insurance gifted to all employees.
• FSA and HSA options.
• Generous paid time off.
• Mental health days
• $500 sign on bonus
• Paid certification assistance

We are an Equal Opportunity Employer!