Service Desk Manager

Nautilus Management Services • Long Beach, CA

23h • Hybrid

About The Position

Nautilus International Holding Corp seeks a Service Desk Manager to lead a modern IT Help Desk supporting approximately 400 employees across more than 40 port terminals, cruise operations, and corporate offices. The position oversees 5–6 support analysts and owns day-to-day Help Desk operations, service quality, ITSM governance and reporting, end-user computing procurement, IT asset inventory, and enterprise software and SaaS license renewal tracking. The manager is expected to establish repeatable, auditable service delivery, automate recurring processes, and develop team members toward advanced support roles.

The manager administers the Freshservice ITSM platform, including its workflows, categories, SLAs, priority matrix, agent groups, knowledge base, service catalog, reporting, and integrations. The role defines and monitors service metrics, reports performance, improves processes, manages escalations and vendor coordination, and partners with IT Governance and other IT teams. It also oversees procurement and lifecycle management for end-user equipment, license tracking and reconciliation, secure disposal, and related budget reporting.

The position requires at least five years of IT support experience, including two years in Service Desk leadership and two years of hands-on Tier 1 and Tier 2 support. A high school diploma or GED is required; an associate degree in IT, computer science, or business is preferred. Work is typically performed in a clean, well-lit, climate-controlled office. The role is based at headquarters four days per week with one remote day per week, subject to manager approval and workload, and may require occasional travel to field locations and after-hours work during critical outages or migrations.

Requirements

• High school diploma or GED.
• At least 5 years of IT support experience, including at least 2 years in a Service Desk leadership role.
• At least 2 years of hands-on Tier 1 and Tier 2 Help Desk support, including troubleshooting Windows, Mac, mobile devices, networking, authentication, and common business applications.
• Experience administering an ITSM platform such as Freshservice, ServiceNow, or Jira Service Management, including workflow, category, SLA, dashboard, and integration configuration.
• Demonstrated experience managing performance, hiring, onboarding, coaching, performance reviews, and capacity planning for a team of 5–8 people.
• Working knowledge of Active Directory, Entra ID (Azure AD), and Group Policy (GPO).
• Knowledge of networking fundamentals, including TCP/IP, DNS, VPN, Wi-Fi, and firewall concepts.
• Strong proficiency with Windows 10/11, macOS, and iOS/Android device management, including Intune or MDM.
• Experience administering and troubleshooting Microsoft 365, including Exchange, Teams, SharePoint, and Outlook.
• Proficiency with ITSM tools for configuration, reporting, workflow automation, and knowledge management.
• Comfort using Google Workspace, SharePoint, GitHub/Jira, or other modern collaboration tools.
• Excellent verbal and written communication skills, including explaining technical concepts to non-technical users and executives and preparing reports, knowledge-base articles, and emails.
• Strong organization and prioritization skills, including balancing operational demands with improvement projects.
• Customer-focused approach emphasizing service quality, first-contact resolution, customer satisfaction, and empathy.
• Leadership and team-building skills, including motivating and developing team members and promoting continuous learning, professionalism, and accountability.
• Problem-solving and analytical skills, including identifying root causes and using metrics and data to propose solutions.
• Flexibility to work across time zones, provide occasional after-hours support for critical outages, and learn new tools and processes.
• Integrity and discretion in handling sensitive information and following information security policies.
• Ability to see, hear, speak, and communicate clearly; manual dexterity to operate standard office equipment; ability to sit for prolonged periods, type, and use computer equipment; occasional ability to lift items up to 20 pounds.
• Ability to travel occasionally, including site visits to more than 40 locations; travel is stated as 5–10% annually.

Nice To Haves

• Associate degree in IT, computer science, or business.
• Experience in a global or multi-location organization, including managing distributed teams across time zones.
• Experience with Freshcaller or contact center platforms, including IVR, call routing, or recording.
• Basic scripting or API experience, such as PowerShell, REST APIs, or Zapier, for workflow automation.
• CompTIA A+, Security+, or Network+ certification.
• ITIL Foundation or ITIL Service Desk Professional certification.
• Freshservice Certified Administrator certification or equivalent Freshworks training.
• Familiarity with logistics, shipping, or port operations.
• SQL or basic database query experience for ticketing system reporting.

Responsibilities

• Manage day-to-day Service Desk operations and lead 5–6 Tier 1 and Tier 2 support analysts, including ticket assignment, prioritization, routing, escalation, queue review, and capacity monitoring.
• Hire, onboard, train, coach, and mentor analysts, including outsourced provider personnel; conduct annual performance reviews, identify skill gaps, and develop training plans.
• Maintain an on-call schedule and provide coverage during peak volume or team absences.
• Administer Freshservice, including categories, workflows, SLAs, priority matrix, agent groups, knowledge base, service catalog, integrations, and reporting.
• Design workflow automations for ticket routing, escalations, reminders, stale-ticket closure, and request fulfillment.
• Build and maintain the Service Catalog and enforce ticket categorization standards; audit classifications and retrain agents as needed.
• Partner with IT Governance on governance policies, SLA targets, priority and escalation criteria, recording policy, data classification, and approval workflows.
• Define and track FCR, MTTR, MTTA, SLA compliance, reopen rate, and CSAT; maintain dashboards and produce weekly, monthly, and all-staff reports.
• Review KPI trends with IT Governance, identify outliers, recommend corrective actions, benchmark performance, and propose data-informed SLA adjustments.
• Establish knowledge-base standards and templates; author and review articles and require documentation at ticket closure.
• Identify recurring incidents and initiate Problem Management, including root-cause analysis, fixes or workarounds, CAB review, and closure.
• Conduct quarterly team retrospectives and identify and mentor candidates for advanced support roles.
• Manage end-user computing procurement, including obtaining quotes, raising purchase orders through approved vendors, and confirming receipt against approved budgets and requisitions.
• Maintain and periodically reconcile the enterprise IT asset inventory; manage spare and loaner devices and recover, wipe, redeploy, or retire assets during employee separations or role changes.
• Coordinate asset recovery with HR and Security so it occurs alongside access revocation.
• Track software and SaaS renewals, contractual notice periods, entitlements, and business owners; provide renewal recommendations at least 90 days before notice deadlines and reconcile licenses quarterly.
• Route new software, SaaS, and AI tool requests through IT Governance and Security review before purchase commitments.
• Manage secure disposal of retired equipment and retain data-destruction certificates as audit evidence.
• Track procurement and license spending against budget, report monthly, and support annual hardware refresh planning.
• Manage vendor escalations and maintain vendor and application contacts and SLA commitments.
• Define and document Operational Level Agreements with Infrastructure, Network, Security, and Application teams, and partner with IT Governance on business-facing SLAs.
• Attend CAB meetings to represent Help Desk impacts and identify training implications of IT changes.
• Communicate service status, performance, challenges, outages, and proposed solutions to IT leadership, business partners, and employees.
• Perform other duties as assigned by the supervisor.

Benefits

• Paid vacation and holiday pay.
• Health insurance, with employee contribution required.
• Dental insurance, with employee contribution required.
• Vision insurance, with employee contribution required.
• 401(k) with company matching contribution.
• Employee Assistance Program (EAP).
• Pet insurance, with employee contribution required.
• Ongoing training and leadership development, and stated pathways for advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED