Service Desk Manager

Clayton • Indianapolis, IN

4d • Onsite

About The Position

The Service Desk Manager is responsible for leading the day-to-day operations of the IT Service Desk while also serving as a hands-on technical resource for escalated support issues, projects, and operational initiatives. This individual will manage service delivery, coach and develop support staff, and ensure a high level of customer satisfaction across the organization. This is a “working manager” role requiring both leadership and technical capability. The ideal candidate is comfortable balancing people management, operational oversight, process improvement, and direct technical support responsibilities.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 5+ years of IT support or Service Desk experience.
• 2+ years of leadership or supervisory experience in an IT support environment.
• Strong technical troubleshooting skills across Windows-based environments.
• Experience supporting Microsoft 365, Active Directory, Intune, endpoint management, and common business applications.
• Experience with ticketing systems, remote support tools, and IT service management processes.
• Strong communication, organizational, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

• Experience in construction, homebuilding, or multi-site operational environments.
• Familiarity with cybersecurity best practices and endpoint security tools.
• Experience with: Microsoft Intune, Microsoft Defender, NinjaOne or other RMM platforms, Azure / Entra ID
• ITIL certification or IT service management experience.
• Experience managing vendors and third-party support providers.
• PowerShell scripting

Responsibilities

• Manage daily operations of the IT Service Desk, including ticket queues, workload balancing, and service quality.
• Lead, mentor, and develop Service Desk team members through coaching, training, and performance management.
• Establish and monitor service levels, response times, and operational metrics.
• Conduct regular team meetings, one-on-ones, and performance evaluations.
• Develop and maintain Service Desk procedures, standards, and documentation.
• Drive a customer-service-focused culture across the IT support organization.
• Coordinate support coverage schedules, on-call rotations, and escalation management.
• Serve as an escalation point for complex technical issues involving desktops, laptops, mobile devices, printers, applications, and infrastructure systems.
• Provide hands-on technical support when necessary, including troubleshooting hardware, software, networking, and account-related issues.
• Support Microsoft 365, Windows environments, Active Directory, Intune, endpoint management, and related technologies.
• Assist with system deployments, migrations, onboarding/offboarding activities, and operational IT projects.
• Participate in patch management, endpoint security, device compliance, and operational maintenance activities.
• Collaborate with infrastructure, cybersecurity, and application teams to resolve issues and improve services.
• Maintain accurate ticket documentation, knowledge base articles, and operational procedures.
• Identify opportunities to improve Service Desk efficiency, automation, and user experience.
• Analyze ticket trends and operational metrics to improve service delivery.
• Develop reports and dashboards related to Service Desk performance and operational KPIs.
• Ensure adherence to IT policies, security standards, and compliance requirements.
• Assist in developing and refining ITIL-aligned support processes including incident, request, problem, and change management.

Benefits

• Base Salary + Bonus Opportunities
• Advancement Opportunities
• Exposure to Executive Leadership
• Team Outings and Company-Sponsored Volunteer Events
• 4 weeks of Paid Time Off!
• Access to Health and Life Insurance, 401(k), Paid Parental Leave, Company Discounts, etc.
• Leadership Academy - Training Programs for Professional Growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree