Description
Service Desk Leadership & Operations
Manage, mentor, and develop the Service Desk team to ensure prompt, professional, and consistent support for end users.
Oversee the incident, request, and problem management processes, ensuring timely resolution and adherence to SLAs.
Act as the primary escalation point for major incidents and high-priority requests.
ITIL Process Management
Implement, monitor, and improve ITIL-based processes, including Incident Management, Request Fulfillment, Problem Management, Change Management, and Knowledge Management.
Drive continual service improvement initiatives to enhance support efficiency and customer satisfaction.
Maintain accurate and up-to-date documentation, including knowledge base articles, runbooks, and process workflows.
Service Performance & Reporting
Define and track key performance indicators (KPIs) and service level agreements (SLAs) for the Service Desk.
Produce regular performance reports for IT leadership, highlighting trends, recurring issues, and improvement opportunities.
Collaborate with other IT teams to ensure seamless end-to-end service delivery.
Customer & Stakeholder Engagement
Act as a liaison between the IT Service Desk and business units, ensuring service needs are understood and met.
Conduct regular service reviews with stakeholders to assess satisfaction, gather feedback, and agree on improvement actions.
Promote a culture of customer service excellence within the team.
Tools & Technology
Oversee the configuration, use, and optimization of the IT Service Management (ITSM) platform.
Ensure proper categorization, prioritization, and routing of tickets in the ITSM tool.
Evaluate and recommend tools, automation, and AI solutions to improve service efficiency.
Qualifications & Skills
Required:
Proven experience managing an IT Service Desk or IT support function in a medium-to-large organization.
Strong knowledge of ITIL v3 or v4 principles, with an ITIL Foundation certification (Intermediate or Expert level preferred).
Experience managing SLAs, KPIs, and reporting metrics for IT support.
Demonstrated ability to lead, motivate, and develop high-performing teams.
Excellent communication, interpersonal, and conflict resolution skills.
Preferred:
Experience with ITSM tools such as iTop, ServiceNow, Cherwell, Freshservice, or equivalent.
Background in managing IT services in hybrid (on-prem/cloud) environments.
Familiarity with ISO 20000 or similar service management standards.
Experience implementing or maturing ITIL processes in a growing organization.
Key Attributes
Customer-focused mindset - committed to delivering exceptional service.
Analytical thinker - able to identify trends, root causes, and opportunities for improvement.
Proactive leader - anticipates challenges and takes ownership of service outcomes.
Change advocate - comfortable driving process changes in line with ITIL best practices.
Working Conditions
Standard business hours with on-call/after-hours escalation as needed.
Work to be completed in the office at our corporate headquarters.
May require occasional travel between sites.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
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ISCO Industries, Inc.
Aug 15, 2025