Manager, IT Enterprise Service Desk

A Family of Brands•Cincinnati, OH

4d•$80,000 - $90,000•Onsite

About The Position

As the Enterprise Service Desk Manager, you will be responsible for leading and continuously improving enterprise-wide service desk operations. This role owns day-to-day service delivery, service desk performance, team development, and the internal customer experience. The role requires a hands-on leader with a working understanding of how to configure ticketing system platforms and who uses data, KPIs, and operational discipline to deliver consistent, high-quality support. Success in this role is defined by predictable outcomes, engaged teams, and a service desk that internal customers trust and respect.

Requirements

Bachelor’s degree in computer science, Information Systems, or related discipline, or equivalent experience.
5+ years of hands-on experience with IT Ticketing system and IT Service Management (ITSM) Frameworks, in an enterprise environment, Freshservice experience preferred.
5+ years’ experience administering Microsoft 365 including policies and governance.
5+ years’ experience in ITSM or enterprise IT operations.
3+ years’ experience with MDM or RMM solutions.
NinjaOne experience preferred.
1+ years’ experience with IT Ticketing system configuration including workflows, SLAs, automations, reporting, dashboards, and knowledge management preferred (Freshservice Experience Plus).
Analytical mindset with strong proficiency in service performance metrics.
Strong, engaging leader with excellent communication and stakeholder management skills.
Proven track record managing large scale service delivery teams.
Ability to manage and optimize resources.

Nice To Haves

Preferred Certifications in ITIL.
5+ years of customer service experience in IT or retail environment.

Responsibilities

Lead and manage a large-scale enterprise service desk supporting multiple brands and locations.
Define and uphold a clear standard of excellence for service delivery, communication, and ownership.
Ensure consistent, high-quality support across incidents, requests, and escalations.
Drive operational discipline while maintaining a strong service-oriented mindset.
Own and actively manage the Ticketing system platform, including workflows, SLAs, queues, automations, reporting, dashboards, and knowledge management.
Use Ticketing system data to drive daily operations, performance coaching, and continuous improvement.
Optimize self-service, automation, and knowledge articles to reduce friction and repeat work.
Ensure the platform is configured to support scale, transparency, and measurable outcomes.
Govern and administer asset and software management within the ticketing system platform, ensuring accurate lifecycle tracking and operational consistency.
Ensure consistent execution of provisioning and deprovisioning processes by the service desk team, including access changes, asset assignment, and timely removals.
Define, track, and improve service desk KPIs including SLA attainment, first contact resolution, backlog health, ticket aging, CSAT, and trend drivers.
Use metrics to coach performance, improve behavior, and strengthen service quality.
Establish operating rhythms such as daily stand-up, weekly performance reviews, and improvement cycles.
Build, coach, and develop a strong service desk team focused on accountability, ownership, and customer service.
Create a positive, energized team environment that promotes morale, collaboration, and continuous learning.
Set clear expectations, provide timely feedback, and recognize strong performance.
Develop talent pipelines and growth paths within the service desk team.
Partner closely with infrastructure, security, enterprise applications, data & intelligence, and business teams to ensure effective escalation and resolution.
Communicate clearly and proactively with stakeholders during incidents and service disruptions.
Build trust and credibility with internal customers and technology partners.
Manage service desk staffing models, schedules, and resource allocation to meet demand.
Own and drive service desk resource optimization.
Ensure standards, policies, and best practices are consistently followed across support operations.