Apply now: IT Service Desk Manager, location is Remote (EST hours). The start date is ASAP for this contract position.
Job Title: IT Service Desk Manager
Location-Type: Remote (must work EST hours)
Start Date Is: ASAP
Duration: Contract
Compensation Range: $40/hr – $55/hr
Job Description:
Lead and optimize IT service desk operations across distributed, high-volume environments.
Day-to-Day Responsibilities:
Manage two teams: Service Desk and Clinical Technology Support
Oversee 9 offshore staff handling network and monitoring alerts
Ensure SLA compliance, manage ticket volumes (400 daily)
Triage and resolve escalations and complex break/fix issues
Implement automation and process improvements to reduce tickets
Monitor team capacity and performance metrics
Maintain documentation in Confluence/Jira
Support cloud environment monitoring and basic management
Requirements:
Must-Haves:
5 years in IT support/operations leadership
Experience in multi-location environments (retail, medical, etc.)
Managing high-volume ticket environments (300–400 daily)
Oversight of onshore/offshore IT teams
Familiarity with enterprise ITSM tools (ServiceNow, Remedy Helix)
AI chatbot and self-service automation experience
Confluence/Jira proficiency
Cloud monitoring exposure (AWS/Azure)
Strong communication, proactive, hands-on leadership style
Nice-to-Haves:
Experience as a key service liaison or external-facing IT lead
Background in mid-sized firms ($1–2B revenue)
Familiarity with tools like NewRelic, AWS, or Azure