Interim Service Desk Manager

Kforce has a client located in Newtown Square, PA that is looking for an Interim Service Desk Manager. The duration of this role is 3-6 months (potential extension). The role is hybrid but they may consider fully remote.

Summary:This role oversees the Service Desk Lead and team, with a primary focus on metrics, reporting, ITSM process standardization, and operational improvement. This is a hands-on, execution-focused role driving structure, visibility, and performance across the Service Desk.

Key Responsibilities:Metrics, Reporting & Continuous Improvement:

• Establish and standardize Service Desk metrics (SLA, backlog, resolution time, ticket trends)
• Build consistent reporting and dashboards using ITSM data
• Lead recurring reviews to identify trends, repeat issues, and improvement opportunities
• Implement continuous improvement process (identify, act, measure, and report)

Service Desk Leadership:

• Oversee Service Desk Lead and L1 support team
• Align daily operations with process and roadmap goals
• Act as escalation point for complex or high-impact issues
• Coordinate across Infrastructure, Security, and Application teams

ITSM Process Standardization (Freshservice):Standardize and enforce:

• Incident lifecycle workflows (New; Closed)
• Ticket taxonomy and prioritization
• SLA policies and adherence
• Improve routing, assignment rules, templates, and forms

Service Catalog & Request Management:

• Build and refine Service Catalog (top request types)
• Convert high-volume requests into structured workflows (forms, approvals, tasks)
• Standardize onboarding/offboarding processes* 7+ years of IT Service Desk/IT Operations experience
• 2+ years in Service Desk management or ITSM leadership
• Strong ITSM tool experience (Freshservice preferred)