Job Details

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Overview

Lead the service desk team to ensure service continuity and performance levels are achieved. This position will manage help desk specialists and hardware technicians, coordinate, and escalate service requests to internal or external technical experts to meet or exceed service delivery expectations.

Supervisory Responsibilities

Manage multiple regional teams of up to 20-25 members.

Education

Four-year college degree in a related field or equivalent experience.

Qualifications and Experience

• At least 4+ years of relevant management experience in support or operations teams.
• Experience managing service desks in engineering/construction services is a plus.
• Experience guiding teams through operational changes.
• Ability to work effectively in a fast-paced environment.
• User-first mindset with strong communication skills.
• Data-driven decision-making skills.
• Organized with excellent time management.
• Ability to work independently and collaboratively.
• Manage day-to-day service desk activities, ensure timely resolution, and proper documentation of tickets.
• Act as a single point of contact for IT issues and queries.
• Liaise with process and service owners to introduce new services and train the support team.

Preferred Qualifications and Skills

• ITIL v3 Certification.
• Experience with ITSM and ITAM systems.
• Experience supporting VDI environments.

Typical Duties and Responsibilities

• Manage daily operations of the Service Desk.
• Serve as a key contact for stakeholders regarding IT issues.
• Maintain ticket queues and escalate critical issues.
• Develop customer service practices and process improvements.
• Maintain Personal Development Plans for team members.
• Conduct user surveys and analyze ticket trends for continuous improvement.

Additional Skills and Conditions

Ability to read, analyze, and interpret technical and business documentation. Effective communication skills are essential for successful interaction and relationship building.

Basic mathematical skills required.

Physical demands include occasional field visits to sites, requiring standing, walking, and visual focus.

Work environment is primarily an office setting with occasional outdoor visits, potentially exposing to outdoor weather, noise, and physical hazards.

About S&B

S&B is a full-service EPC company with over five decades of experience across various industries, committed to safety, timely delivery, and cost-effective solutions, fostering a culture of collaboration, innovation, and excellence.