IT Service Desk Manager

AD HQ-posted 25 days ago

Full-time • Manager

Hybrid • Radnor, PA

5,001-10,000 employees

Merchant Wholesalers, Durable Goods

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The IT Service Desk Manager is responsible for leading and managing the day-to-day operations of the IT Service Desk to ensure timely, high-quality technical support for associates across the organization. This role oversees the Service Desk team, defines support processes, and ensures service level agreements (SLAs) are met. The Service Desk Manager serves as the primary escalation point for complex technical issues, drives continuous improvement initiatives, and ensures customer satisfaction through effective communication and problem resolution.

Supervise, coach, and develop Service Desk staff to ensure high performance, professional growth, and effective service delivery.
Manage day-to-day Service Desk operations, ensuring adherence to SLAs and KPIs.
Establish, maintain, and enforce incident management, request fulfillment, and escalation procedures.
Monitoring queues and conducting quality control to improve procedures.
Evaluate documented resolutions and analyze trends to prevent future problems.
Point of contact for escalated tickets.
Ensure timely and effective resolution of incidents, minimizing business disruption.
Develop and implement best practices, standard operating procedures, and knowledge base articles to improve efficiency and consistency.
Oversee the use and optimization of IT service management (ITSM) tools and ticketing systems.
Research, evaluate, and deploy new desktop technology solutions, ensuring consistency with overall technology standards, strategy, and operational requirements.
Communicate effectively with staff and end users to set expectations, provide updates, and ensure transparency.
Partner with other IT leaders and business stakeholders to align support services with organizational goals.
Able to work outside regular business hours approximately 2-3 times per month.
Other duties as assigned.

Demonstrated hands-on expertise with desktop productivity and collaboration tools, including Office 365 (Outlook, Word, Excel, SharePoint, OneDrive) and Zoom
Strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL)
Familiarity with incident, problem, change, and request management processes.
Windows OS administration and troubleshooting
Knowledge of IT infrastructure, networks, operating systems, and end-user technologies
Analytical and problem-solving skills, with the ability to identify root causes and implement solutions
Mobile device support (iOS)
Active Directory and Azure AD
Experience supporting hybrid and remote users
Proven ability to build, mentor, and inspire high-performing teams in a dynamic IT environment
Ability to think strategically while also managing day-to-day operations
Willingness and ability to play multiple roles and adapt quickly
Open and collaborative team communication
Strong customer service skills
Ability to adapt to changing technologies, business needs, and organizational priorities
Ability to maintain confidentiality and handle sensitive information with discretion
Ability to manage multiple priorities and meet deadlines
Strong verbal and written skills
Experience working with 3rd party vendors and service providers
Bachelor's degree in Information Technology, Computer Science, or a related field is preferred; equivalent work experience will be considered.
3-5 years of Service Desk/Help Desk experience in Information Technology; prior experience in a Leadership role is strongly preferred.

HappyFox Experience preferred
Wireless Technology
Data security - backup and recovery

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