Service Desk Manager with Security Clearance


Prism, Inc.

This hybrid position requires being in Pensacola, FL . Hybrid on site two days a week after acclimated period is completed PRISM seeks a driven and experienced Service Desk Manager to lead our team in providing exceptional technical support to our internal users. You will oversee the service desk’s day-to-day operations, manage a team of technicians, and ensure that our service desk processes are efficient and effective. Responsibilities:
Managed and led the service desk team, including performance evaluations, coaching, and development.
Establish and maintain high standards for customer service and technical support.
Develop, document, and implement service desk processes and procedures.
Oversee the ticketing system and ensure timely and accurate resolution of tickets.
Analyze service desk metrics and identify areas for improvement.
Implement and maintain service desk tools and technologies.
Manage and track service level agreements (SLAs).
Escalate complex issues to the appropriate IT teams.
Communicate effectively with internal stakeholders regarding service desk operations and performance.
Identify trends in user issues and proactively address them.
Develop and maintain a knowledge base for self-service support.
Stay up-to-date on the latest IT trends and best practices. Required Skills:
Bachelor’s degree in a related field. HS Diploma with 22 years of directly relevant experience.
8+ years of applicable, hands-on experience
Experience managing/supervising a Service Desk environment
Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers
Must be able to manage multiple priorities in an efficient manner
Understanding of general help desk procedures, company processes, etc.
Ability to design and implement effective policies to achieve consistent team results.
Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

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