Service Desk Manager - IntePros : Job Details

Service Desk Manager

IntePros

Job Location : Wilmington,DE, USA

Posted on : 2025-08-02T01:35:00Z

Job Description :

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IntePros is seeking a Service Desk Manager to lead IT support operations for a global enterprise, requiring 2 days per week on-site in Wilmington, DE. This individual will manage a team of Level 1.5 technicians, coordinate with a regional managed service provider, and collaborate with international teams, particularly in the Asia Pacific region.

Key Responsibilities:

  • Team Leadership: Lead and coach support technicians; manage staffing, performance, and development.
  • ITSM Excellence: Oversee incident, problem, change, and knowledge management; analyze trends to improve resolution times and customer experience.
  • Performance & Reporting: Track KPIs using ServiceNow; generate insights and present performance reports.
  • Stakeholder Engagement: Serve as liaison for regional users; align support with business needs; collaborate with global IT leadership.
  • Strategic Initiatives: Improve service desk processes; evaluate tools and technologies; manage priorities, projects, and risks.

    • Qualifications:

    • Bachelor's degree in IT or related field (or equivalent experience)
    • 5+ years in IT service management; 2+ years in leadership
    • Ability to manage internal teams and external vendors
    • Strong ITIL knowledge; ITIL certification preferred
    • Proficiency in ITSM tools (e.g., ServiceNow)
    • Excellent communication, analytical, and stakeholder management skills

    Preferred:

    • Experience in regional/multi-site environments
    • Familiarity with ITIL processes (Incident, Problem, Change Management)
    Seniority level
    • Mid-Senior level
    Employment type
    • Contract
    Job function
    • Information Technology
    Industries
    • IT Services and IT Consulting

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