Manager of IT Support Services at The Judge Group Inc. in New York, New York

Posted in Other 4 days ago.

Job Description:

Location: REMOTE

My client is looking for a qualified leader to join their team as their Manager of IT Services. The Manager of IT Support Services will be responsible for leading a technical service desk team in delivering world-class customer support services to our client's internal and external customers. The position entails the daily management of our service desk where responsibilities include consistent delivery of service level agreements, cultivating top talent, instituting best practices and performance in turn enhancing the customer experience.


Fully remote
Permanent placement
Competitive pay rate

Job Responsibilities

• Management of the service desk technicians and ownership of the service ticket queues. Will require cross functional relationships for the escalation to internal Infrastructure, Engineering and Applications teams as outlined in the SOP in fulfillment of established SLA's.

• Leverage hands-on technical experience to provide direct support as an escalation point for the IT Support Services team for initial triage and troubleshooting.

• Ability to identify, categorize and prioritize issues received depending on their severity and criticality to business operations.

• Ability to analyze, troubleshoot, problem solve and discriminate between important and unimportant details, recognize inconsistencies between facts, and draw correct inferences from information.

• Ability to communicate clearly and effectively both verbally and in writing via email, reports and assessments for end users & peers at various levels of technical understanding.

• Responsible for the evaluation, purchase, testing, installation, maintenance, deployment & support of end-user hardware and installed applications. Maintaining control and record keeping of the organizations end-user IT assets.

• Management of the relationships and services enterprise wide for the following: ISP, cellular/data services, end-user hardware (laptops/desktops/tablets/smartphones/printers/copiers/plant cameras/conference solutions), remote desktop solution, service desk application.

• KPI report generation to IT leadership in conjunction with defined SLA's.

• Perform system, application or platform validation after a major incident or change.

• Identify and create knowledge base content for the help centers through end-user inquiries.


• 5+ years of IT service desk leadership, for a nationally based organization.

• 8+ years of progressive technical experience.

• Bachelor's Degree in Information and System Technology field or its equivalent.

• Experience managing technical environments that include as many of the following as possible

o Office 365 / Teams (required)

o TeamViewer

o Meraki VPN

o Azure AD (required)

o Windows 10 OS

o Telecommunications (any VOIP)

o PowerShell

o Service Desk solution such as Jira / Zoho ServiceDesk / ServiceNow

If this sounds like you, then let's connect!

Contact: Rayana Benzohra @ The Judge Group



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