Kforce Inc ยท 23 hours ago
ServiceDesk Manager
Charlotte, NC
Contract
Onsite
Senior Level
$64/hr - $70/hr
5+ years expKforce Inc is seeking a ServiceDesk Manager to oversee daily operations and ensure timely resolution of incidents and requests. The role involves implementing ITIL best practices, monitoring service desk metrics, and leading the service desk team to deliver high-quality support.
ConsultingEmploymentFinancial ServicesHuman ResourcesStaffing Agency
Responsibilities
Oversee daily operations to ensure timely resolution of incidents and requests
Implement ITIL best practices for incident, problem, and request management
Monitor service desk metrics (response times, resolution rates, customer satisfaction)
Manage escalated support issues requiring on-site presence, including complex troubleshooting, patching, and hardware/software re-installations
Promote a customer-first mindset across the team
Lead, mentor, and develop the service desk team to deliver high-quality support and advance team objectives
Partner with IT Support vendors, and outsourced partners to ensure service excellence
Identify, develop, and communicate new technology standards and best practices
Identify opportunities to streamline workflows and enhance efficiency
Drive automation and self-service initiatives
Maintain documentation of procedures, FAQs, and knowledge base articles
Ensure compliance with IT security standards, policies, and procedures
Qualification
Required
Bachelor's degree and 5-10 years of related experience, or equivalent combination
Must have ITIL Foundations Certification
Strong working ServiceNow experience
Proven experience in technical management, data governance, and service desk operations
Strong knowledge of current IT hardware, systems software, and trends
Mastery with MS Products such as M365, Active Directory, Azure, MS Office Suite, is required
Demonstrated ability to analyze situations, evaluate alternatives, and implement robust solutions
Strong written and verbal communication skills, with fluency in English
Benefits
Medical/dental/vision insurance
HSA
FSA
401(k)
Life, disability & ADD insurance
Company
Kforce Inc
Kforce is a solutions firm specializing in technology, finance and accounting, and professional staffing services.
1001-5000 employees
H1B Sponsorship
Kforce Inc 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 (792)
2024 (667)
2023 (734)
2022 (843)
2021 (1197)
2020 (858)
Funding
Current Stage
Public CompanyTotal Funding
unknown2024-05-20IPO
2014-06-08Acquired
Leadership Team
Aaron Travis
Digital Experience Delivery Director | Kforce Consulting Solutions
Recent News
2025-11-19
2025-11-07
2025-11-04
Company data provided by crunchbase