Service Desk Manager

Packsize•Salt Lake City, UT

3d•Hybrid

About The Position

Packsize is seeking a hands-on and strategic Service Desk Manager to lead our global support team serving core IT services and business-critical enterprise business applications. This role will unify service delivery across departments, ensuring responsive support, adherence to SLAs and security standards, driving team development and partnering with business to maintain operational excellence.

Requirements

Bachelor’s degree or equivalent experience.
3+ years of leadership experience in a service desk, IT support or enterprise application support environment.
Experience with IT service management(ITSM) practices, including ticketing systems, service level agreements, and knowledge base development.
Proficient in Microsoft 365, Windows 10/11, macOS.
Experience with Microsoft Intune, Active Directory, DNS/DHCP, VPN.
Familiarity with ticketing platforms (e.g.,ServiceNow, Freshservice, Atlassian(Jira)), asset management tools, ERP systems, and remote support solutions.
Strong verbal and written communication skills.
Excellent organizational and project management abilities.
Ability to build and lead high-performing teams, evaluate team and individual performance, and leverage ticketing data to influence business decisions.

Nice To Haves

Exposure to business systems such as Salesforce, SAP, and basic reporting tools is preferred.
ITIL experience or certification preferred.

Responsibilities

Lead day-to-day operations of the global service desk, including ticket workflows, endpoint support, user accounts, and infrastructure troubleshooting.
Coordinate triage and routing of business system tickets related to Salesforce, SAP, and reporting tools.
Supervise and mentor a distributed team across the U.S. and Europe; provide training, feedback, and career development.
Partner with IT Infrastructure, Applications, and IS teams; act as the escalation point and align support to business needs.
Oversee support for AV and IT equipment in conference rooms and critical business meetings.
Manage IT inventory (laptops, phones, etc.) and coordinate hardware orders for global users.
Monitor support trends, identify automation opportunities, and optimize workflows and documentation.
Extend knowledge base and self-service options to cover common business system requests.
Ensure endpoint compliance with security standards; support policy enforcement using Microsoft Intune; coordinate with the application and security teams.
Oversee end-user software licensing, including evaluating tools, auditing usage, and managing vendor renewals and compliance.
Manages the on-call schedule but is not always on-call.