MISTRAS Group ยท 6 hours ago
IT Service Desk Manager
Princeton Junction, NJ
Full-time
Onsite
Senior Level
5+ years expMISTRAS Group is a company focused on delivering high-quality IT support services. The IT Service Desk Manager is responsible for leading the service desk operations, managing a team, and ensuring effective service delivery aligned with business objectives.
Public Safety
Responsibilities
Manage, coach, and trains service desk staff to ensure effective troubleshooting, solution delivery, and customer service
Uses ITSM platforms (e.g., ServiceNow) to manage service lifecycles; ITIL-based service management practices to track SLAs, service availability, and business impact. Manage end-to-end service delivery, including incident, request, change, and knowledge management
Serve as the primary escalation point for severe or unique technical issues
Define and track service metrics (e.g., resolution time, customer satisfaction) to identify trends, root cause and areas for improvement
Develop and refine workflows, escalation rules, and service request classification schemes. Utilize new technologies such as AI to automate processes
Work closely with infrastructure, cybersecurity, and application teams to ensure seamless IT service delivery
Ensure adherence to IT policies, including incident management, change control, and access governance
Qualification
Required
Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience)
Minimum 5 years of experience in IT support, with at least 3 years in a supervisory or managerial role
Strong knowledge of help desk software, ITSM frameworks (e.g., ITIL), and performance metrics
Excellent communication, leadership, and problem-solving skills
Technical Troubleshooting
Escalation Management
End-User Training
Upgrades & Patch Management
ServiceNow or similar ITSM platforms
Preferred
ITIL, HDI, or similar service management certifications
Familiarity with cybersecurity protocols and identity access management tools (e.g., SailPoint)
Company
MISTRAS Group
MISTRAS Group, Inc.
5001-10000 employees
H1B Sponsorship
MISTRAS Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (2)
2021 (2)
2020 (3)
Funding
Current Stage
Late StageLeadership Team
Edward J. Prajzner
Senior Executive Vice President and Chief Financial Officer
Almaquio Cardenas
API INSPECTOR
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