Information Technology Help Desk Manager This is an exciting opportunity to lead a team of IT professionals in a fast-paced environment. As the Information Technology Help Desk Manager, you will oversee daily schedules, phone activities, and incident handling to ensure customers receive timely assistance. You will be responsible for managing a team of 10+ staff members, ensuring they adhere to standards, policies, and procedures. This includes maintaining a balanced scorecard, training plans, and process improvements. Your primary role is to build relationships with other technicians at all levels as well as each customer interaction. You will also be responsible for tracking and analyzing trends in Service Desk requests, generating statistical reports, and updating training material. In addition, you will lead projects, partner with cross-functional leaders, and serve as an escalation point for complex technical issues. This is a contract position requiring 2-4 years of experience providing technical desktop help desk and/or support services. You should possess extensive experience supporting a wide variety of hardware and software platforms. Preferred requirements include familiarity with Service-Now, Cisco Webex, and certification in ITIL Foundation level. Required Skills and Qualifications - Manage a team of 10+ staff members - Ensure adherence to standards, policies, and procedures - Lead projects and partner with cross-functional leaders - Serve as an escalation point for complex technical issues - Familiarity with Service-Now and Cisco Webex - Certification in ITIL Foundation level Benefits - Ongoing training and development opportunities - Opportunities for career advancement - A dynamic and supportive work environment Others We are committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates who share our values. Please submit your application, including your resume and cover letter, to us via email.