IT Service Desk Manager bei Pearl Interactive Network

Pearl Interactive Network is seeking experienced IT Service Desk Managers (SDMs) in preparation for future opportunities in the Washington, DC area.

The IT Service Desk Manager (SDM) is responsible for overseeing the daily operations of the IT Service Desk team, ensuring timely and effective resolution of technical issues while delivering exceptional customer service. This role provides leadership, direction, and mentoring to service desk staff, establishes best practices for incident management, and drives continuous improvement in IT support services.

Operating Hours: 24/7

Preferred Locations: Washington, DC, and the surrounding Maryland and Northern Virginia areas

Essential Duties and Responsibilities:

• Provide daily supervision and guidance to service desk staff handling phone, email, and in-person support.
• Oversee troubleshooting of hardware, software, PC, printer, and mobile device issues.
• Manage service desk operations, ensuring efficient response and resolution times.
• Monitor performance metrics, service levels, and customer satisfaction; implement improvements where needed.
• Develop and deliver employee training, coaching, and performance improvement plans.
• Collaborate with IT leadership to align service desk processes with organizational goals.
• Ensure accurate documentation and use of the issue tracking system (e.g., ServiceNow) for incidents and requests.
• Maintain knowledge of current desktop/laptop hardware, operating systems, and commonly used applications.
• Implement and enforce ITIL best practices to strengthen IT service delivery.
• Lead efforts in root cause analysis and recommend long-term solutions to recurring issues.

Education and/or Work Experience Requirements:

• Associate's degree or equivalent experience.
• 5 years’ experience managing an IT service desk.
• COMPTIA A+ certification.
• Information Technology Infrastructure Library (ITIL) v4 Foundations certification.
• 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.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background Investigation, Drug Screening, and Skills Assessment Required

Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.