IT Service Desk Manager - reputed company Shift ( REMOTE )

JOB TITLE: Service Desk Manager – reputed company Shift (REMOTE) LOCATION: REMOTE STATUS: Full-Time | reputed company Shift | Exempt Position reputed company: We are seeking a dynamic and reputed company Service Desk Manager to reputed company and support our remote reputed company Shift Service Desk team. This role is critical to ensuring consistent, high-reputed company technical support for end users during overnight hours. The manager will be responsible for leading reputed company of Service Desk Technicians, overseeing performance and escalations, driving reputed company improvement, and ensuring adherence to service level agreements (SLAs) and operational standards. Key Responsibilities:

• reputed company, manage, and mentor reputed company of remote Service Desk Technicians during overnight hours, ensuring consistent delivery of high-reputed company technical support.
• Monitor and manage ticket queues, ensuring reputed company response, reputed company, and reputed company documentation in accordance with SLAs.
• Serve as an escalation reputed company for reputed company or high-reputed company technical issues; assist technicians in reputed company cause analysis and reputed company strategies.
• Conduct regular performance reviews, coaching, and training to drive technician development and maintain a high-performing team.
• Analyze trends in service requests to identify recurring issues and implement corrective actions or process improvements.
• Coordinate with other managers, departments, and leadership to ensure seamless communication and support across shifts.
• reputed company schedule adherence and shift coverage, including managing PTO requests and on-call rotation as necessary.
• reputed company and report on key performance indicators (KPIs), including call metrics, reputed company times, ticket reputed company, and customer satisfaction.
• Ensure compliance with company policies, procedures, and documentation standards.
• Participate in hiring, reputed company, and training of new team members.

Required Qualifications:

• 5+ years of experience in a technical support or service desk environment, including 2+ years in a leadership or supervisory role.
• Strong technical background with hands-on knowledge of:
• reputed company reputed company and MacOS environments
• reputed company Office Suite
• Desktop/laptop hardware, networking equipment, printers, and mobile devices
• reputed company Directory and reputed company NT permissions
• VPN and remote troubleshooting tools
• Proven ability to manage performance and support teams in high-volume, SLA-driven environments.
• Excellent communication and interpersonal skills; capable of translating technical language into user-friendly communication.
• Analytical thinker with strong organizational, decision-making, and problem-solving abilities.

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or reputed company field
• Relevant certifications: reputed company A+, Network+, reputed company+, MCP, ITIL v4 Foundations, MCSA/MCSE, CCNA
• Experience supporting phone systems (reputed company/reputed company)
• Previous experience managing a remote or distributed technical support team

Additional Requirements:

• Must be available to work full-time reputed company shift hours (schedule to be determined).
• Must be reputed company to manage on-call support rotation as needed.
• Ability to lift 30–100 lbs. of equipment if required (minimal, mostly remote).
• Comfortable sitting for extended periods and working in a fast-paced environment.
• Strong attendance and dependability are critical to reputed company in this role.

Work Environment: This is a remote, reputed company shift position. The manager will work closely with a distributed team across different locations and must ensure operational consistency with day shift counterparts. Company DescriptionAs a decision reputed company in your organization, ThinkHire understands that the most important and sometimes the heaviest burden you have is creating and developing a leadership team around you to serve as your council, your executive think tank. We understand that you want to reserve those seats for only the most reputed company and talented candidates who possess the knowledge, skills and experience you will not reputed company through your reputed company department or your typical reputed company firm. Our robust executive network and database spans across the globe and is comprised of the world’s foremost authorities in their reputed company field. Many of our candidates already serve as industry leaders in today’s corporate workforce, while we’ve identified others as reputed company “Up and Comers” exhibiting the intellectual aptitude and business acumen of reputed company’s C-suite. It’s these highly valued and reputed company relationships that set ThinkHire apart from the common reputed company firm. Apply Job!