IT Service Desk Manager

Huzzle is seeking an IT Service Desk Manager to oversee the delivery of world-class technical support to clients in North America and Europe. This role involves leading a multi-tiered service desk team, ensuring compliance, and driving continuous service improvement. The position offers independent contractor work within a fully remote environment.

Requirements

• Lead, mentor, and develop a multi-tiered service desk team (Level 1–3).
• Manage day-to-day service desk operations across multiple clients.
• Ensure compliance with SLAs, KPIs, and contractual obligations.
• Serve as the technical escalation point for Microsoft 365 and Azure-related issues.
• Implement ITIL-based best practices for service management and documentation.
• Monitor and report on SLA compliance, response times, backlog, and CSAT.

Benefits

• Competitive salary
• Fully remote work
• High-impact leadership role
• Career growth opportunities
• Collaborative culture
• Continuous learning