Smarsh - IT Service Desk Manager - ITSM Module

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications.

Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines.

Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc.

5000 list of fastest-growing American companies since 2008.

The IT Service Desk Manager leads the Service Desk team to ensure high-quality IT support services are delivered to internal users and stakeholders.

This role oversees incident management, request fulfillment, problem resolution, and overall user satisfaction with IT services.

The manager is responsible for shaping the service strategy, implementing best practices, and optimizing support operations through process improvements and technology Functions

Team Leadership & Management

• Supervise and mentor Service Desk staff, including analysts and technicians.
• Oversee staffing, scheduling, and training to ensure proper coverage and skill development.
• Conduct regular performance reviews and set development goals for team Desk Operations
• Manage the day-to-day operations of the IT Service Desk, ensuring prompt resolution of issues.
• Monitor service levels and KPIs such as First Contact Resolution (FCR), SLA compliance, and ticket

backlog.

(ref : hirist.tech)