IT Service Desk Manager
Vienna, VA, 22182
Apply now: IT Service Desk Manager, location is Remote (EST hours). The start date is ASAP for this contract position.
Job Title: IT Service Desk Manager
Location-Type: Remote (must work EST hours)
Start Date Is: ASAP
Duration: Contract
Compensation Range: $40/hr – $55/hr
Job Description:
Lead and optimize IT service desk operations across distributed, high-volume environments.
Day-to-Day Responsibilities:
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Manage two teams: Service Desk and Clinical Technology Support
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Oversee 9 offshore staff handling network and monitoring alerts
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Ensure SLA compliance, manage ticket volumes (400 daily)
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Triage and resolve escalations and complex break/fix issues
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Implement automation and process improvements to reduce tickets
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Monitor team capacity and performance metrics
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Maintain documentation in Confluence/Jira
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Support cloud environment monitoring and basic management
Requirements:
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Must-Haves:
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5 years in IT support/operations leadership
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Experience in multi-location environments (retail, medical, etc.)
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Managing high-volume ticket environments (300–400 daily)
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Oversight of onshore/offshore IT teams
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Familiarity with enterprise ITSM tools (ServiceNow, Remedy Helix)
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AI chatbot and self-service automation experience
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Confluence/Jira proficiency
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Cloud monitoring exposure (AWS/Azure)
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Strong communication, proactive, hands-on leadership style
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Nice-to-Haves:
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Experience as a key service liaison or external-facing IT lead
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Background in mid-sized firms ($1–2B revenue)
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Familiarity with tools like NewRelic, AWS, or Azure
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