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Service Desk Manager

Morristown, NJ 07960

Posted: 03/12/2024 Industry: Information Technology Job Number: 6367 Pay Rate: 130,000-140,000

Job Description

If you’re passionate about service excellence and skilled in managing contact center teams, we want to hear from you!


Contract to Hire-Must be able to convert to W2

Full Time- Mon-Fri

Hybrid-3 days on site in NJ, the rest remote

Great Benefits + Bonus for Perm!



ServiceNow, Major Incident Management, manage team, escalations


We are seeking a highly motivated and experienced IT ServiceDesk Manager to oversee and optimize our Contact Center Operations. The Service Delivery Manager will be accountable for break/fix escalations, problem management, organization of technical resolutions, and the measuring and reporting of operational performance. The SDM maintains Vendor Management Organization, Business, and all Service Delivery Organizations and serves as an extension to core IT project teams in support of transformation efforts and other IT projects.


Job Requirements


  • Bachelor's degree in IT, Business Management, or related field (Master's degree preferred).
  • Proven experience (7+ years) in managing IT service desk and contact center operations.
  • Strong expertise in ServiceNow reporting and analytics.
  • Exceptional customer service and interpersonal skills.
  • Demonstrated ability to lead, motivate, and mentor a team.
  • Analytical mindset with a focus on data-driven decision-making.
  • Strong project management skills.
  • ITIL or related certifications are a plus.
  • Excellent communication, presentation, and negotiation skills.
  • Must have an experience on ITIL processes and procedures (Incident, Problem, Request management, knowledge management, Major incident & Event management processes.)
  • An attitude to quickly adapt and adopt to organizational changes and support any scope changes

Additional Information

At Top Prospect Group, we believe in building lasting relationships with candidates. We support your job search journey, from resume building to interview preparation. Our goal is to help you meet your professional goals and maximize your growth. Our team of experienced recruiters takes a personalized approach to help you identify opportunities that align with your skills, interests, and career aspirations. We work closely with you to understand your unique needs and preferences, whether you're looking for a temporary contract or a permanent placement.

Meet Your Recruiter

Vanessa Rahanaev
IT Recruiter

Embark on a journey of tech exploration with a dedicated & experienced IT Recruiter who is passionate about shaping your future and fostering meaningful connections. I specialize in guiding talented individuals like you toward roles that align with your aspirations and expertise. Let's collaborate to transform your career goals into reality.

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