Manager, IT Service Desk

Carrington Mortgage • Westfield, IN

1d • $95,000 - $120,000

About The Position

The Manager, IT Service Desk enforces service delivery standards and operational metrics, manages team performance, prioritizes daily operational activities, oversees escalated technical issues, and drives continuous improvement initiatives to enhance customer satisfaction, operational efficiency, and technology adoption. This role serves as a key liaison between business units and IT, ensuring technology services effectively support organizational objectives. The position is situated between individual contributor Service Desk staff and IT leadership, reporting to the VP of IT Operations and holding primary accountability for day-to-day Service Desk performance. The role also performs all duties in accordance with company policies, procedures, and applicable laws and regulations.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field; equivalent combination of education and experience may be considered.
• Seven (7) or more years of progressive IT support, desktop support, or Service Desk experience.
• Three (3) or more years of supervisory, team lead, or management experience leading technical support teams.
• Experience managing Service Desk operations, ticketing systems, service level agreements, and end-user support organizations.
• Experience with Microsoft Windows administration, desktop deployment, endpoint management, and troubleshooting.
• Experience with IT asset management, software distribution, patch management, and endpoint management platforms.
• Experience with network troubleshooting and working knowledge of TCP/IP, LAN/WAN, wireless networking, and related technologies.

Nice To Haves

• Experience administering and supporting Microsoft 365 technologies and enterprise productivity applications preferred.
• ITIL Foundation certification preferred.
• Microsoft, CompTIA, HDI, or other relevant industry certifications preferred.
• Prior experience as a Sr. Desktop Technician or in a comparable senior desktop/service desk support role is highly desirable, providing direct familiarity with the day-to-day work of the team being managed.

Responsibilities

• Lead, coach, develop, and manage a team of Sr. Desktop Technicians, Desktop Support Technicians, and other Service Desk personnel.
• Establish team-level goals, performance expectations, and operational metrics that support Service Desk-wide service level objectives set by IT leadership.
• Conduct performance evaluations, provide ongoing feedback, and create development plans to support employee growth and succession planning.
• Oversee staffing, scheduling, workload distribution, and resource allocation to ensure appropriate service coverage and timely issue resolution.
• Foster a customer-focused culture centered on service excellence, accountability, collaboration, and continuous improvement.
• Manage employee relations matters in accordance with company policies and practices.
• Direct day-to-day Service Desk and Desktop Support operations, ensuring efficient and effective support for end-user technology services.
• Monitor service requests, incidents, escalations, and problem resolution activities to ensure compliance with established service level agreements (SLAs).
• Serve as the primary escalation point for complex technical and operational issues.
• Implement, enforce, and maintain Service Desk processes, procedures, standards, and documentation; serve as a content contributor to the development and periodic review of enterprise-level standards led by the VP of IT Operations.
• Analyze service performance trends and implement corrective actions to improve service quality, responsiveness, and customer satisfaction.
• Ensure consistent execution of incident, request, problem, asset, and change management processes using the company's incident management system (e.g., ManageEngine ServiceDesk).
• Oversee the deployment, configuration, maintenance, and lifecycle management of desktop computers, laptops, mobile devices, peripherals, and related hardware.
• Ensure the team effectively supports operating systems, business applications, productivity tools, printing services, and endpoint technologies.
• Manage workstation imaging, software packaging, operating system deployment, patch management, and device provisioning processes.
• Oversee user account administration and access management in accordance with company information security policies and standards.
• Ensure proper support for hardware installations, upgrades, relocations, and equipment refresh initiatives.
• Manage enterprise endpoint management and desktop administration tools, including Microsoft Intune and comparable platforms, to support device inventory, software deployment, remote support, patching, and compliance activities.
• Identify opportunities to improve Service Desk efficiency through automation, standardization, self-service technologies, and process enhancements.
• Partner with Infrastructure, Information Security, Applications, and Business Technology teams to resolve systemic issues and improve service delivery.
• Maintain knowledge management processes and ensure support documentation remains accurate and current, contributing team-level insight to broader knowledge management strategy led by IT leadership.
• Evaluate emerging technologies and recommend solutions that enhance user productivity and supportability.
• Participate in IT projects and initiatives, ensuring Service Desk readiness and successful end-user adoption.
• Oversee IT asset lifecycle management processes, including procurement coordination, inventory controls, deployment tracking, and equipment disposal.
• Ensure software license compliance and effective management of approved software inventories.
• Coordinate vendor support services and maintain productive relationships with technology suppliers and service providers.
• Assist in budget planning, forecasting, and management of Service Desk-related expenditures.
• Develop and present operational reports and service metrics to IT leadership.
• Monitor key performance indicators, including incident resolution, customer satisfaction, service levels, technician productivity, and operational trends.
• Ensure compliance with company policies, security standards, audit requirements, and regulatory obligations, including SSAE18 and NIST requirements applicable to end-user computing.
• Support biannual disaster recovery testing efforts as they relate to Service Desk and end-user computing readiness.
• Partner with the VP of IT Operations to align Service Desk objectives with broader IT strategy, escalate significant risks or resource needs, and provide visibility into team performance and customer impact.
• Serve as a content contributor to Service Desk policy development, procedural standards, and organizational analysis initiatives led by the VP of IT Operations, providing front-line operational data, staff feedback, and improvement recommendations to inform their development and periodic review; ownership of enterprise-level policy and organizational analysis rests with IT leadership.

Benefits

• Comprehensive healthcare plans for you and your family.
• Discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses.
• Educational Reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager