Remote Service Desk Manager

Job Title: Remote Service Desk Manager
Company: SOBO IT
Location: Remote
Hourly Rate: $18 – $23 per hour

SOBO IT is a leading technology solutions provider, specializing in delivering innovative IT services to businesses across various industries. We are currently seeking a highly skilled and experienced Remote Service Desk Manager to join our team. As a Remote Service Desk Manager, you will play a crucial role in ensuring the smooth operation of our service desk and maintaining excellent customer satisfaction.

Responsibilities:

– Manage and oversee the day-to-day operations of the remote service desk, including incident management, request fulfillment, and problem resolution.
– Lead a remote team of service desk professionals, providing guidance, support, and mentorship to ensure exceptional service delivery.
– Develop and implement remote service desk policies, procedures, and best practices to enhance efficiency and customer satisfaction.
– Collaborate with other IT teams and stakeholders to identify and address remote service desk performance issues and implement appropriate solutions.
– Monitor remote service desk metrics and key performance indicators (KPIs) to measure team performance and identify areas for improvement.
– Ensure compliance with service level agreements (SLAs) and customer expectations by consistently meeting or exceeding remote service desk targets.
– Conduct regular performance evaluations, provide constructive feedback, and recommend training and development opportunities for remote team members.
– Stay up-to-date with industry trends and emerging technologies, and apply relevant knowledge to enhance remote service desk operations.
– Foster a positive and collaborative work environment, promoting teamwork and continuous improvement.

Requirements:

– Minimum of 10 years of experience in remote IT service desk management or a similar role.
– Proven track record of successfully managing a remote service desk team and meeting performance targets.
– Strong knowledge of IT service management (ITSM) principles, processes, and best practices.
– Must have 4+ Years using ConnectWise helpdesk Software.
– Experience with BrightGauge reporting is a plus.
– Familiarity with industry-standard remote service desk tools and software.
– Excellent leadership, communication, and interpersonal skills.
– Exceptional problem-solving and decision-making abilities.
– Ability to work independently and efficiently in a remote work environment.
– Strong organizational and time management skills.
– Relevant certifications such as ITIL or HDI are highly desirable.

If you are a highly motivated and experienced Remote Service Desk Manager looking for a challenging and rewarding opportunity, we encourage you to apply. Join our dynamic team and contribute to our mission of delivering exceptional IT services to our valued clients.

How to Apply:
Please submit your resume, along with a cover letter outlining your qualifications and relevant experience, to [email protected] We appreciate all applications, but only those selected for an interview will be contacted.

SOBO IT is an equal opportunity employer. We value diversity in our workforce and encourage applicants from all backgrounds to apply.