IT Service Desk Manager - US

mSupply•St. Louis, MO

22h•$115,000 - $120,000•Hybrid

About The Position

mSupply is a North American distributor of OEM repair parts and equipment serving the appliance, HVAC and plumbing industries. Headquartered in St. Louis, the company combines industry expertise with a broad product selection and a national distribution network. With 2,000 employees across the United States and Canada, mSupply delivers speed and reliability at scale, with a vast product inventory and same-day shipping. Its family of brands is focused on making sure customers always get the Right Products. Right Now.™ For more information, visit mSupply.com.

Requirements

5+ years of progressive experience in IT support, service desk, or end-user support environments, including 2+ years of leadership experience managing technical support teams.
Demonstrated success leading and developing distributed support teams within a multi-site or enterprise environment.
Experience managing IT service delivery operations, including incident management, request fulfillment, escalation management, and SLA performance.
Strong knowledge of ITSM platforms, with ServiceNow experience strongly preferred.
Understanding of ITIL best practices and service management frameworks; ITIL v4 Foundation certification preferred or willingness to obtain.
Experience with remote monitoring and management (RMM) tools; familiarity with Kaseya VSA is a plus.
Strong analytical and problem-solving skills with experience leveraging service desk metrics and reporting to drive operational improvements.
Excellent communication, collaboration, and stakeholder management skills with the ability to effectively engage both technical and non-technical audiences.
Proven ability to manage competing priorities and lead process improvement initiatives in a fast-paced, high-volume support environment.
Bachelor’s degree in Information Technology, Business Administration, or a related field, or equivalent combination of education and professional experience.

Nice To Haves

ServiceNow experience strongly preferred.
ITIL v4 Foundation certification preferred or willingness to obtain.
Familiarity with Kaseya VSA is a plus.

Responsibilities

Lead daily IT Service Desk operations, ensuring high-quality support delivery, effective queue management, SLA performance, and a consistent end-user experience across the organization.
Provide leadership and oversight for complex or business-critical incident escalations, ensuring timely resolution and effective stakeholder communication.
Lead the implementation and optimization of ServiceNow for the IT support organization, including workflow design, service catalog enhancements, and user adoption initiatives.
Drive the maturity and continuous improvement of ITIL v4 practices across Incident, Request, and Problem Management processes.
Oversee the administration and optimization of Kaseya VSA (RMM) to support endpoint management, patch compliance, remote support capabilities, and enterprise device visibility.
Establish, monitor, and analyze key service delivery metrics including CSAT, First Contact Resolution (FCR), Mean Time to Resolution (MTTR), and SLA compliance to identify trends and improve operational performance.
Develop and maintain support documentation, knowledge base content, and operational procedures to improve service consistency and team efficiency.
Partner cross-functionally with infrastructure, cloud, cybersecurity, and application teams to coordinate support strategies, escalation processes, and operational priorities.
Collaborate with IT leadership to define service standards, support policies, governance practices, and roadmap initiatives aligned with organizational objectives.
Foster a customer-focused, continuous improvement culture through coaching, process optimization, and operational best practices.