IT Service Desk Performance Specialist – Morrisville, North Carolina
Job Description
About the Company
SkillGigs is an advanced talent marketplace connecting skilled technology and healthcare professionals with leading organizations across the United States. This opportunity is with one of our trusted U.S.-based technology partners, specializing in enterprise IT service management, technical support operations, and digital workplace solutions.
Job Overview
We are seeking a detail-oriented and performance-driven professional to support IT service desk operations and service quality initiatives. In this role, you will monitor service desk performance, analyze support metrics, improve operational workflows, and ensure efficient technical support delivery across enterprise environments.
Key Responsibilities
Monitor IT service desk operations, ticket performance, and support quality metrics
Analyze service desk KPIs, response times, and resolution effectiveness
Identify operational inefficiencies and recommend process improvements
Support incident management, escalation coordination, and service optimization
Collaborate with IT support teams, infrastructure teams, and business stakeholders
Maintain service performance documentation and compliance records
Generate reports on service trends, SLA adherence, and operational performance
Support workforce planning and resource optimization initiatives
Ensure compliance with IT governance, security, and service management standards
Strengthen overall service desk efficiency and customer satisfaction
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field
1–3 years of experience in IT service desk operations, technical support, IT performance analysis, or service management
Basic understanding of ITSM frameworks, ticketing systems, and support workflows
Familiarity with KPI reporting, service metrics, and incident management
Strong analytical, organizational, and communication skills
Detail-oriented with strong problem-solving abilities
Preferred Qualifications
Experience with ITSM platforms such as ServiceNow, Jira Service Management, Zendesk, or similar systems
Familiarity with ITIL best practices and service governance standards
Basic knowledge of enterprise IT infrastructure and technical support processes
Understanding of service delivery optimization and customer experience improvement
Relevant certifications such as ITIL Foundation, CompTIA, or service management credentials
Why Join Us?
Work with a leading U.S.-based technology organization through SkillGigs
Gain hands-on experience in IT service management and operational performance
Collaborative and supportive professional environment
Competitive salary and benefits
Strong career growth opportunities in IT operations, service management, and enterprise support leadership
How to Apply
Submit an ATS-friendly resume highlighting your experience in IT service desk operations, technical support performance, service management tools, KPI analysis, and relevant certifications.
