Service Desk Manager

XLA is seeking a Service Desk Manager to provide support to employees. The role involves managing an IT service desk, researching employee training, and improving performance. XLA is committed to equal opportunity and supports veterans and individuals with disabilities.

Requirements

• Associates degree or equivalent experience
• At least 5 years’ experience managing an IT service desk
• Strong demonstrated leadership abilities
• Experience researching 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
• EEO Statement