Galactic Minds INC

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. Galactic Minds INC is seeking a seasoned Service Manager – Service Desk to lead end-to-end Service Desk operations, ensuring exceptional customer experience and operational excellence. The role requires strong leadership and ITIL/ITSM governance expertise to drive initiatives for automation and continuous improvement while managing disaster recovery planning and major incidents. Responsibilities • Ensure Service Desk processes meet internal and external audit requirements • Enforce security, compliance, and data privacy standards across all Service Desk activities • Maintain compliance reporting and audit trails for ITSM processes • Maintain adequate staffing for peak loads, holidays, and on-call rotations • Drive continuous skill development (technical and soft skills) • Handle performance management, including underperformance and disciplinary actions • Ensure daily reporting and analysis of past 24-hour performance • Forecast ticket volumes and plan resource capacity • Own Service Desk tools, ticketing systems, and integrations • Own and manage the call management platform, including configuration changes and enhancements • Identify and implement automation/self-service opportunities • Lead Shift-Left/Shift-Right initiatives to reduce ticket volume and improve proactive support • Plan and coordinate tool upgrades and integrations • Drive ITSM process governance for Incident, Request, Problem, and Change Management • Conduct regular reviews and improvements in Knowledge Management processes • Analyze operational data and provide recommendations for process improvement and trend-based actions • Plan, execute, and document DR drills; initiate DR actions during outages • Act as Incident Manager during critical outages, including stakeholder communication • Drive root cause analysis and permanent fixes for recurring issues • Own CSAT metrics and remediation plans • Prepare and present dashboards and service reviews to leadership • Ensure proactive communication during major incidents and outages • Manage Service Desk operational budget and cost optimization • Govern vendor SLAs, contracts, and performance reviews (QBRs) • Drive continuous improvement and process maturity • Collaborate with EUC, Security, Network, and Application teams for seamless service delivery • Ensure Service Desk readiness for change management and releases impacting end-user services Skills • Bachelor's degree in IT or equivalent experience • 12–15 years in IT with proven Service Desk leadership experience • Strong ITSM knowledge • KPI management • Stakeholder communication • Crisis handling • ITIL preferred • Microsoft/VDI certifications a plus Company Overview • Galactic Minds INC is a leading IT consulting company specialized in staffing and workforce solutions with a strong presence across USA, Canada, and Mexico. It was founded in undefined, and is headquartered in Hampton, New Jersey, USA, with a workforce of 11-50 employees. Its website is https://www.galacticmind.com.