CTG SERVICE DESK LEADER in Elmwood Park, New Jersey


Location: US-NJ-Elmwood Park

Job Number: 18213041 CTG is seeking an IT Service Desk Leader to manage a growing client’s service desk teams. Will lead teams of level 1 and 2 analysts to provide world class service in resolving technical issues.

Will be working with team members and other technical teams to improve quality and capacity in the handling of service calls.

Will be responsible to supervise the operations of the service desk, setting specific customer service standards, escalation procedures, and reporting standards to ensure consistent levels of service across client organization.

base and consistently high percentage of positive customer satisfaction surveys

Ideal candidates will have proven experience working with ITSM tools with solid understanding of best practices for incident mgmt, change mgmt, asset mgmt, problem mgmt, knowledge mgmt and service catalog.

Primary focus will be on operational and day-to-day team management while supporting corporate level process improvement initiatives.

Responsible for reporting to executive team regarding all aspects of service desk operations (KPIs, SLAs, staffing needs, developing trends, recurring areas of concern, etc.).

Qualified candidates must possess initiative, excellent organizational skills, attention to detail, sound business judgment, healthy level of curiosity, desire to excel, and a passion for customer service (internal and external)


• Proven track record of managing service desk and help desk operations for a minimum of 3 years

• Prior experience with motivating and developing teams

• Prior experience with a ticketing system

ITIL Certification preferred.

If you are driven by success, organized, efficient at prioritizing tasks, possess exceptional customer service skills, thrive in a dynamic environment, enjoy solving problems and helping people (not only end users but team members), then please apply!

  • ITIL experienced and ITIL Certified Preferred

  • Experience with Incident Management, Change Management, Asset Management processes

Interpersonal skills necessary to work with multiple departments across an organization

Previous experience managing service desk and help desk teams


CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.

CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.

Job: Healthcare & Hospital Implementations