Service Desk Manager

Empower AI is seeking a Service Desk Manager to provide daily supervision and direction to staff, and to troubleshoot hardware/software PC and printer problems. The ideal candidate will have a strong leadership background, experience with IT help/service desks, and excellent communication and problem-solving skills.

Requirements

• Bachelor's degree or equivalent experience
• At least 5 years’ experience managing an IT help/service desk
• Strong demonstrated leadership abilities
• Experience research and developing employee training and performance improvement plans
• Strong working knowledge of desktop and laptop hardware and peripherals
• Strong knowledge of Windows 10, and OSX operating systems and common office applications
• Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow)
• Excellent proven written and verbal communication skills
• Strong problem solving and research skills
• COMPTIA A+ certification
• Information Technology Infrastructure Library (ITIL) v4 Foundations certification