Manages a service desk team, overseeing workload, priorities, service levels, customer inquiries, escalations, training, performance meetings, and procedure documentation. The role ensures prompt, professional, high-quality customer support while maintaining effective team operations and addressing employee development needs.
The Support Desk Manager is responsible for overseeing a team of service desk agents and analysts, ensuring that high-quality support is provided to our customers. They are be responsible for managing the team's workload, setting priorities, and ensuring that service levels are met.
Responsibilities
The Support Desk Manager plays a critical role in delivering a flawless customer experience by monitoring the duties of the service desk team members and securing prompt attendence to client inquires.
Responsibilities:
- Manage the team's workload and ensure timely delivery of service
- Monitor service desk team members' duties to ensure prompt attendance to client inquiries
- Address training needs and develop training plans for team members
- Conduct team meetings to review performance, discuss issues and provide guidance
- Manage customer escalations and ensure they're handled professionally
- Keep service desk procedures documented and up-to-date
Qualifications
Key qualifications required to succeed as the team leader of a service desk:
- Showcase good interpersonal skills for customer relations
- Ability to work under pressure
- Must have good leadership skills
- Must be knowledgeable about service desk system and IT tools
- Must have good judgment in handling serious customer problems.
If you meet these requirements and are interested in this exciting opportunity, please submit your application with your resume and cover letter.
Similar Jobs
Artificial Intelligence • Healthtech • Software
Manage and optimize Arine’s Support Desk operations, lead Support Desk Analysts, enforce SLAs, oversee ticket triage and escalations, configure ticketing systems, and develop performance dashboards. The role also manages customer communications, knowledge-base content, process automation, and continuous improvement across a remote SaaS healthcare technology environment.
Top Skills:
Google WorkspaceJIRAMicrosoft Office Suite
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Leads CrowdStrike’s Operational Services portfolio across active and pipeline deployments. Oversees delivery metrics, customer engagements, scoping, forecasting, contracts, resource allocation, and continuous improvement. Partners with Sales, Legal, Product, Engineering, and go-to-market teams while building and mentoring a high-performing services organization. Supports cybersecurity platform engagements and ensures consistent, high-quality customer outcomes.
Top Skills:
Ai TechnologiesCrowdstrike FalconEdrGainsightPortfolio Management ToolsProject Management ToolsSalesforceSIEMSoar
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Manage data center financial operations through budgeting, variance analysis, financial modeling, month-end close reporting, cost-saving initiatives, and strategic analysis. The role requires data warehousing and modeling expertise, hardware and asset-management understanding, process improvement, automation, and effective communication with leadership and cross-functional partners.
Top Skills:
Artificial IntelligenceData ModelingData WarehousingExcelMicrosoft Powerpoint
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
