IT Global Desktop Support Manager

Blackstone Talent Group, an award-winning technology consulting and talent agency is seeking a IT Global Desktop Support Manager to join our Client's team.

Key Responsibilities:

• Lead and manage the IT Service Desk team, ensuring high-quality, timely support and problem resolution across global operations.
• Oversee IT infrastructure support, including network, server, and systems administration, aligning service desk operations to business objectives.
• Develop and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to measure service desk performance, implementing improvements as needed.
• Collaborate with IT teams and stakeholders to align service desk strategies with broader IT infrastructure and security initiatives.
• Provide leadership in IT security best practices to enhance infrastructure resilience and safeguard company data.
• Mentor and develop service desk team members, fostering a collaborative, high-performance environment.
• Serve as the primary point of contact for escalated technical issues, ensuring effective communication and resolution.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience managing IT Service Desk operations, focusing on infrastructure support.
• Strong understanding of IT infrastructure (network, server, systems) and security principles.
• Exceptional communication skills, with the ability to communicate effectively across teams and organizational levels.
• Proven ability to make assertive, informed decisions to resolve escalated issues.
• Hands-on experience with IT service management (ITSM) tools and methodologies (e.g., ITIL).
• Willingness to work onsite in Oakland, CA, three days per week.

Preferred Qualifications:

• Prior experience in the retail industry.
• ITIL Certification or similar credentials.
• Familiarity with cybersecurity protocols and best practices.

Blackstone Talent Group is a wholly owned subsidiary of Blackstone Technology Group, a global IT services and software firm that implements technological solutions across commercial industry verticals and the US Federal Government. Blackstone's global talent augmentation practice was founded in 1998. Blackstone Talent Group has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC. We specialize in providing clients the best talent across a variety of industries and sectors.

EOE of Minorities/Females/Veterans/Disabilities