IT Service Desk Manager

About the Company

DAG Tech specializes in providing comprehensive IT services tailored to diverse business sectors. Leveraging deep industry experience alongside sophisticated business intelligence, the company equips clients with advanced IT solutions that ensure their competitive edge in dynamic markets. Their team of expert engineers commits to exceptional client service with proactive consultation aimed at anticipating and addressing upcoming challenges. Operating globally around the clock and offering on-site assistance in major metropolitan regions including New York City, DAG Tech prides itself on continual innovation, dependability, and customized advisory services.

Role Overview

The IT Service Desk Manager will be responsible for leading daily service desk operations to guarantee prompt troubleshooting and resolution of technical problems and service demands. Key duties involve mentoring and managing service desk personnel, organizing ticket prioritization and delegation, analyzing performance statistics, and upholding exemplary customer satisfaction. This role collaborates closely with IT leadership to optimize workflows, apply best practices in incident and request handling, and drive ongoing process enhancements. Furthermore, it involves coordinating complex issue escalations with technical teams, maintaining comprehensive documentation and knowledge repositories, and ensuring compliance with service level agreements. This is a contract-based position located on-site in the New York City metropolitan area.

Qualifications and Skills

• Proven expertise in leading service desk teams, managing ticket processing, and monitoring performance metrics.
• Proficient usage of management platforms such as AutoTask and Datto or related tools.
• Strong foundational IT knowledge encompassing enterprise systems, networking, and end-user technologies.
• Solid experience in IT Service Management, including incident, problem, and request management aligned with ITIL framework principles.
• Competent in IT management tasks such as process optimization, reporting, and collaboration with cross-functional IT groups.
• Technical support acumen featuring troubleshooting, root cause identification, and effective communication with non-technical stakeholders.
• Demonstrated history managing high-volume help desk environments, ideally within managed service providers or multi-client setups.
• Excellent interpersonal and communication skills, adept in conflict resolution and fostering positive customer and stakeholder relationships.
• Bachelor’s degree in Information Technology, Computer Science, or an equivalent field, or comparable experiential knowledge.
• Professional certifications such as ITIL, CompTIA, Microsoft, or relevant credentials are advantageous.