Job Title: IT Service Desk Manager

Location: New York, NY

Duration: 6 Months Contract

Overall Observations:

• Both candidates were a bit light on the management experience.
• Would like to see stronger leadership and management capabilities, even if they are less hands-on with day-to-day troubleshooting.

Key Areas of Experience to Emphasize:

• Managed Service Provider (MSP) Management:
  • Experience managing an MSP or outsourced service provider. - must have
  • Understanding of governance cadence with MSP resources (e.g., regular reviews, meetings, reporting).
  • Familiarity with establishing and tracking KPIs and performance metrics.
  • Experience conducting performance governance for MSP resources.
  • Experience sourcing, onboarding, and managing vendors, including how service delivery was governed.
• Service Desk and Project Management:
  • Prefer candidates with stronger experience managing both service desk operations and project-related work.
• Documentation and Process Development:
  • Should be able to guide the creation of documentation and rollout materials.
  • Even if they haven't personally authored documentation, they should be able to describe the process and information required to produce it.