Service Desk Manager
About The Position
The Manager of IT Service Desk is responsible for leading and managing the IT Service Desk and Desktop Engineering teams to deliver high-quality technical support and customer service across the organization. This role ensures alignment with ITIL-based service management practices, drives continuous improvement, and leverages tools such as ServiceNow to optimize incident, request, and knowledge management processes. The manager will oversee day-to-day operations, develop team capabilities, and ensure timely resolution of technical issues to support business continuity and user satisfaction.
Requirements
- Bachelorâs degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 5+ years of experience in IT support or service desk operations, with at least 2 years in a leadership role.
- Strong understanding of ITIL framework; ITIL Foundation certification preferred.
- Hands-on experience with ServiceNow or similar ITSM platforms.
- Proven ability to manage and develop technical teams in a fast-paced environment.
- Experience supporting Windows environments, desktop hardware, and enterprise applications.
- Excellent communication, problem-solving, and organizational skills.
Nice To Haves
- Experience working in a multi-site or remote support environment is a plus.
Responsibilities
- Lead and manage the IT Service Desk and Desktop Engineering teams, ensuring consistent and efficient support for end-users across all locations.
- Implement and maintain ITIL-based processes for Incident Management, Request Fulfillment, Problem Management, Asset Management, and Knowledge Management.
- Oversee the configuration, optimization, and usage of ServiceNow for ticketing, reporting, and workflow automation.
- Monitor service desk performance metrics (e.g., SLAs, first-call resolution, customer satisfaction) and implement improvements based on data analysis.
- Develop and maintain a comprehensive knowledge base to support self-service and technician efficiency.
- Collaborate with other IT teams to ensure seamless escalation and resolution of complex technical issues.
- Manage hardware and software provisioning, deployment, and lifecycle support through the Desktop Engineering team.
- Ensure compliance with IT policies, procedures, and security standards.
- Lead initiatives to improve end-user experience, including onboarding/offboarding processes, remote support, and proactive issue resolution.
- Provide coaching, mentoring, and professional development opportunities for team members.
- Participate in budgeting, resource planning, and vendor management related to end-user support services.
Benefits
- A variety of Medical, dental, and vision benefit plans
- Health Savings Account with a generous employer contribution
- Company paid life and disability insurance
- 401(k) savings plan, with company match
- Comprehensive paid time off, including: vacation days, 10 designated holidays, sick time, and bereavement leave
- Up to 16 hours of volunteer time off
- Up to 16 weeks of Paid Parental Leave
- Ongoing professional development programs
- Wellness program, including monthly and quarterly prizes
- And more!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1,001-5,000 employees
