Enterprise Service Desk Manager

Leading a dedicated team of support specialists, the full-time salaried Enterprise Service Desk Manager will drive team development, optimize service delivery, and ensure exceptional customer experiences in a remote environment. Key responsibilities Manage the employee lifecycle, including hiring, training, and performance evaluations for team members Produce operational reports and conduct service reviews on SLA/SLO performance and trends Implement training programs and monitor KPIs to enhance service quality and customer satisfaction Required qualifications 5 years of supervisory/managerial experience in an MSP environment ServiceNow ITSM platform experience ITIL Certification A bachelor's degree or equivalent in Computer Science, Information Systems, or a related field Experience in incident, request, problem, change, and major incident management Virtual Vocations Inc