Service Desk Manager

About the role

The Service Desk Manager is the owner of the employee IT experience at Lumentis, responsible for managing the global service desk function and day-to-day end user support.

Requirements

• 7+ years of experience in IT support or service desk roles, including prior service desk management experience
• Experience implementing/configuring/managing ITSM tools (ServiceNow, Freshdesk, Ivanti Neurons, or similar)
• Strong knowledge of ITIL or equivalent
• Proven track record managing KPIs/SLAs in multi-site or global environment
• Applicants must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout employment

What you'll do

• Lead the global IT service desk function
• Implement and manage a service desk platform including workflows, knowledge base, self-service
• Define and monitor KPIs and SLAs, drive continuous improvement
• Oversee incident, request, and escalation processes
• Coach and develop service desk staff

Where this was posted

• LinkedIn

  last seen 2mo ago
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