Sr Mgr Service Desk

Job description

About the Job: Senior Service Desk Manager will be responsible for: Managing the in-house service desk, including those in remote facilities. Administering hourly employees, Planning, and maintaining staff through holidays and PTO. Project management for in-house equipment and software rollouts. Assuring trouble tickets are maintained within ServiceNow. Reporting on ticket levels and resolutions, ordering equipment, and maintaining online portal administration of some services. A day in the life, what you’ll be doing: - Manage projects as required - Develop project plans - Work with vendors as necessary - Work with other teams as required - Understand the project life cycle - Maintain and support ServiceNow - Monitor tickets and resolution times - Modify and remove user accounts - Maintain ServiceNow changes of the platform - Perform daily administration tasks related to the service desk - Support yearly financial and security audits - Support and maintain ongoing schedules and time off for team members - Plan holiday schedules - Support for extended hours scheduling - Responsible for department hiring - Support for afterhours activities. - Some support may be need afterhours - Fir...