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Service Desk LeadCynet Systems • Morrisville, North Carolina, United States
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Service Desk Lead

Cynet Systems
  • US
    Morrisville, North Carolina, United States
  • US
    Morrisville, North Carolina, United States
Apply Now

About

Service Desk Manager

Lead and manage service desk operations to deliver high-quality infrastructure support services. Drive service delivery excellence, team performance, and customer satisfaction in a fast-paced environment. Oversee process implementation, automation, and continuous improvement initiatives.

Requirements/Must Have:

  • 710 years of overall experience with at least 2+ years in IT operations or team management roles.
  • Strong experience in managing service desk or infrastructure support teams.
  • Expertise in ITIL processes and service delivery frameworks.
  • Strong leadership, decision-making, and team-building skills.
  • Experience in SLA management and service performance monitoring.
  • Excellent written and verbal communication skills.
  • Ability to work in a 24/7 environment with flexible timings.

Responsibilities:

  • Deliver managed services and ensure adherence to service delivery standards and processes.
  • Build, manage, and develop teams across people, process, and technology domains.
  • Maintain strong customer relationships and ensure high levels of satisfaction.
  • Monitor and control infrastructure service delivery and ensure compliance with methodologies.
  • Drive service expansion and identify transformation opportunities.
  • Implement and optimize ITIL processes and automation in service delivery.
  • Manage resource utilization, attrition, and team performance.
  • Ensure audit readiness and compliance with security standards.
  • Conduct regular service and process audits.
  • Drive employee engagement, training, and career progression.
  • Manage SLA performance and collaborate with technical leads and service owners.
  • Ensure continuous service improvement and operational excellence.

Skills:

  • Strong people management and leadership skills.
  • Process definition and implementation expertise.
  • Customer relationship management.
  • Analytical and problem-solving abilities.
  • Ability to work in high-pressure environments.

Qualification And Education:

  • Bachelors degree in Engineering, Computer Applications, or related field preferred.
  • Morrisville, North Carolina, United States

Languages

  • English
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