Resolution Think

Compensation

Full Description

Resolution Think, LLC is looking for a motivated and detail-oriented Jr. Service Desk Manager to support end-user IT support services. This individual will be a key member of the management team, ensuring the effective delivery of Service Desk operations. Job Details Job Title: Jr. Service Desk Manager Position Type: Full-Time Education Level: High School Diploma or GED equivalency. Job Shift: Day Travel: 10% Location: Remote Job Category: IT Service Management • This position is contingent upon award of contract* All qualified candidates are encouraged to apply, including: Minorities, Women, Individuals with Disabilities, and Protected Veterans. Essential Functions and Job Responsibilities: • Assist in the day-to-day management of Service Desk operations. • Oversee and mentor Tier 1 support staff. • Ensure timely and effective resolution of all IT incidents, customer service cases, and service requests reported to the Service Desk. • Contribute to the development and implementation of a Quality Control Plan. • Monitor service level agreements (SLAs) and performance targets to ensure compliance. • Assist in preparing and delivering daily and weekly statistical reports on Service Desk activities. • Help manage and track all Service Desk metrics, including call and ticket statistics, abandonment rates, and customer satisfaction. • Provide guidance on escalating potential bugs and defects to the appropriate development teams. Requirements: • Education: High School Diploma or GED equivalency. • Experience: Minimum of two (2) years of experience in an IT support or Service Desk role. • Proven ability to work in a fast-paced, high-volume environment. • Excellent communication, interpersonal, and problem-solving skills. • Knowledge of IT Service Management (ITSM) tools and processes. • Ability to obtain and maintain a security clearance. • Experience with Microsoft Office applications. • COMPTIA A+ certification or higher is preferred. • Ability to obtain and maintain a security clearance. • Citizenship: U.S. Citizenship • Credentialing: Ability to obtain and maintain a security clearance Industry IT Service Management Company: Resolution Think, LLC We are an Equal Opportunity/Affirmative Action/Disability/Vets Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sexual orientation, gender, gender identity, national origin, disability, or protected Veteran status. As an Equal Employment Opportunity/Affirmative Action employer, Resolution Think is committed to providing equal employment opportunity to all job seekers