Senior Manager, Service Desk

Orion•Omaha, NE

1d•Hybrid

About The Position

As a Senior Manager, Service Desk, you will lead the strategy, operations, and team member experience for Orion’s service desk function, supporting team members across domestic and international locations. This role owns the service desk technology lifecycle, service delivery standards, endpoint management, automation, and continuous improvement efforts that enable secure, reliable, and high-quality technology support. The Senior Manager develops leaders and team members, builds strong cross-functional partnerships, and uses data, automation, and emerging technology to improve service quality, efficiency, and the overall team member experience. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

Requirements

Advanced knowledge of service desk operations, service management practices, and Jira Service Management, Confluence, or comparable platforms.
Expert knowledge of Microsoft Entra ID, including dynamic rules and groups, SSO and SCIM provisioning, Active Directory, Exchange, and Group Policy.
Expert knowledge of Microsoft Intune, endpoint profiles, Windows Autopilot, Company Portal, Windows 10/11, Windows 365, and macOS device management.
Proficiency with PowerShell and approved automation tools used to streamline service desk and endpoint-management activities.
Knowledge of remote management software, Microsoft Teams Room administration, identity and access request workflows, and asset and license management.
Proficiency with Microsoft 365, including Word, Excel, PowerPoint, Outlook, Teams, SharePoint, OneDrive, and approved AI productivity applications.
Knowledge of corporate IT security, privacy, regulatory, and acceptable-use requirements within a regulated financial services environment.
Demonstrated ability to translate business and technology strategy into operational priorities, scalable processes, measurable outcomes, and sustained service improvements.
Demonstrated ability to lead, inspire, coach, and develop a geographically distributed team while holding leaders and team members accountable for results.
Strong analytical judgment and ability to use performance data to prioritize work, manage risk, and make decisions in complex or ambiguous situations.
Ability to influence and build trusted relationships across functions and organizational levels without relying solely on direct authority.
Ability to communicate highly technical information clearly to technical and non-technical audiences with professionalism and diplomacy.
Strong change leadership, problem-solving, prioritization, time-management, and organizational skills.
Minimum of 7 years of progressively responsible experience in service desk operations, technical support, endpoint management, or a related technology function.
3–5 years of people leadership experience including responsibility for hiring, developing, coaching, performance management, and organizational change.
Experience with license renewals, asset management, IT onboarding and offboarding processes, workflow automation, and service desk performance reporting.
Demonstrated success leading and developing a team while building stakeholder relationships across organizational levels.
Experience introducing or scaling AI-enabled and automated processes in a controlled, secure, or regulated environment preferred.
Financial services industry experience preferred
Own and manages relationships with stakeholders directly and works effectively with people at all levels in an organization.

Nice To Haves

Bachelor’s degree in management information systems, computer science, network technology, business, or a related field preferred.
Microsoft 365, endpoint management, IT service management, or related professional certification preferred.

Responsibilities

Lead and develop members of the service desk team across domestic and international locations, setting clear expectations and standards for a consistent, high-quality team member technology support experience.
Own the team member technology lifecycle, including onboarding, offboarding, device provisioning and deprovisioning, hardware, peripherals, access permissions, and license and asset management.
Establish the service desk strategy, operating model, priorities, goals, and performance measures in alignment with broader Technology and business objectives.
Manage daily service desk operations and ensure timely, high-quality support across computers, printers, audiovisual equipment, phones, Microsoft Teams Rooms, and other supported hardware and software.
Identify, track, and report service desk performance indicators, including ticket volume, SLA attainment, cycle time, service quality, request fulfillment, provisioning, onboarding and offboarding, notifications, and ticket-volume impact.
Drive responsible adoption of AI and automation across service desk operations using Microsoft 365 Copilot and other approved platforms for ticket summarization, knowledge-base drafting, first-line guidance, and team member self-service.
Coach the team on safe and effective use of AI in accordance with Orion security, privacy, regulatory, and acceptable-use requirements.
Administer service desk systems, including Jira Service Management or comparable ticketing platforms, Microsoft 365 Intune, Entra ID, and related tools used to fulfill requests.
Partner with Systems Engineering and Microsoft Entra ID teams to resolve service desk issues involving dynamic rules and groups, SSO, SCIM provisioning, Active Directory, Exchange, and Group Policy.
Own Microsoft Intune endpoint management for Windows and macOS, including deployment and enrollment profiles, Company Portal, line-of-business application deployment, and Windows Autopilot.
Support remote device management, Microsoft Teams Room administration, and automation of IT onboarding, offboarding, license renewals, and asset management.
Maintain service desk documentation and knowledge resources in Confluence or a comparable platform.
Develop escalation procedures and proactively identify, research, and resolve complex technical issues involving Orion hardware and software.
Identify, recommend, develop, and implement end-user training that increases technology literacy, self-sufficiency, and effective use of Microsoft 365 and AI productivity tools.
Document existing designs and support the identification, mitigation, and resolution of operational issues.
Lead continuous improvement and change initiatives, including demonstrating how AI and automation are intended to strengthen service delivery and team capacity.
Manage department employees, including hiring, training, development, delegation, performance management, compensation recommendations, coaching, counseling, and corrective action.
Build effective stakeholder relationships across all levels of the organization and communicate technical information clearly to technical and non-technical audiences.