Service Desk Manager

Applause•Framingham, MA

13h•Hybrid

About The Position

As a Service Desk Manager, you will lead our global Service Desk team. The ideal candidate will have 3+ years of progressive experience in IT management, with a strong focus on service delivery, team leadership, and process optimization. This hybrid role is crucial for ensuring the support of our user base on a global scale. The manager will report to the Director of Information Technology, and be responsible for leading a diverse team, supporting key projects, and maintaining high service levels.

Requirements

5+ years of progressive experience in IT, with at least 3 years in a management or lead role
Proven experience managing geographically distributed teams, including understanding cultural differences and communication challenges
Hands-on experience with a scripting language (i.e. PowerShell, Python, JavaScript)
Working knowledge of networking, Active Directory
Slack administration
Google workspace administration
Strong background in supporting a mixed environment of Windows and Mac end user devices (SCCM / Jamf respectively)
Azure / Entra user administration experience
Experience with IT security principles and best practices
Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts to a non-technical audience
Strong analytical and problem-solving abilities

Nice To Haves

ITIL or PMP certification
ServiceNow experience
Jira / Confluence administration

Responsibilities

Lead, mentor, and manage a small team of IT professionals located in multiple regions around the world
Conduct performance reviews, provide constructive feedback, and support the professional development of team members
Foster a collaborative and positive team environment that encourages innovation and problem-solving
Develop and implement global IT support solutions, documentation, and best practices
Oversee day-to-day IT support operations, including incident and request management, asset management
Participate in end user support and global asset shipping and receiving, serving as team escalation point
Analyze service performance metrics and KPIs to identify areas for improvement and implement data-driven solutions
Identify bottlenecks or infrastructure issues and escalate to appropriate teams where necessary
Participate in an on-call rotation to provide 24x7 emergency coverage
Typically 2 days in office each week for on-site support and coverage
Lead and participate in deploying strategic IT projects
Develop project plans, allocate resources, and communicate progress to stakeholders