Service Desk Manager


19621 Service Desk Manager (Open)

Position Type:

Full time



Position Pay Range:

Pay Range may vary by geographical location



This position is responsible for managing the operations of the International Service Desk and providing guidance to a team of talented analysts.

Position Details:

CSG provides you with generous PTO,and benefits-- including multiple affordable health care coverage options, 5.5% 401k match, an employee discounted stock purchase program, tuition reimbursement, extended paid maternal/paternal leave, and much more!

Essential Job Functions 

  • Provide excellent leadership and positive culture
  • Manage day-to-day operational activities of the 24/7 service desk escalation quality management resource planning and work within the budget
  • Client management of customer relationships by establishing trust with internal and external customers and serving as a point of escalation for high impacting issues
  • Develop and execute project plans for internal departmental efforts
  • Provide day to day oversight to the resolution of customer reported incidents Continual process improvement
  • Provide guidance to the ongoing improvement of the efficiency and effectiveness of departmental work processes
  • Regular and reliable attendance is required
  • Build and maintain constructive working relationships
  • Implement proactive and concise communication
  • Act as a resource to colleagues
  • Engage in collaborative thinking and problem solving
  • Demonstrate CSG’s core competencies and values


  • Bachelor’s Degree or equivalent work experience required


  • Previous Service Desk experience required
  • 2-4 years of previous management or team lead experience in a Service Desk environment strongly preferred

Knowledge, Skills and Abilities 

  • Ability to prepare and present concise presentations, leveraging appropriate balance of text graphics and data to convey meaningful messages
  • Ability to formulate concise and clear discussions with subordinates peers and senior management
  • Ability to earn respect and provide direction to subordinates
  • Ability to leverage formal and informal means to drive departmental initiatives
  • Ability to guide and motivate team to plan and execute projects to implement departmental initiatives
  • Ability to provide effective communication and status to manage sponsor expectations and deliverables to predefined target dates
  • Ability to project resource needs and plan appropriately to meet project and operational goals
  • Familiar with ITIL processes – Fundamental understanding of the IT Infrastructure library principles Intermediate certification a plus
  • Product knowledge and In-depth knowledge of the theories practices and techniques for managing the activities related to CSG products services and people
  • Ability to use a personal computer.  Proficiency with other Microsoft Office applications
  • Ability to read, write, speak and understand the English language in a business environment


CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please Click Here.

This role is eligible for a bonus opportunity.

Job ID: 7814

Posted 19 days ago

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