Service Desk Manager

Alliance Defending Freedom•Lansdowne, VA

4d•$92,000 - $147,900•Hybrid

About The Position

Alliance Defending Freedom (ADF) is seeking a Service Desk Manager to oversee the Service Desk function and IT Support team across their US and international offices. This role involves managing a team that diagnoses, tracks, and resolves Tier 1 & 2 technical issues, escalating more complex problems to specialized teams. The ideal candidate will be a hands-on leader, passionate about customer service, and driven to transform the Service Desk from a reactive function to a strategic department through innovation and process improvements. The position requires leading dispersed teams, providing excellent customer service, and embodying Christ's character in all interactions.

Requirements

Bachelor’s degree in computer science, information technology, or a related field or equivalent experience.
5+ years experience in desktop/systems support or IT service management, as well as 2+ years of supervisory experience.
Excellent written and verbal communication skills and ability to communicate effectively with end-users in non-technical terms.
Proven technical troubleshooting and problem-solving skills.
Experience with Microsoft, Linux, Windows and iOS and other common operating systems and software applications.
Familiarity with AI-assisted support and productivity tools (e.g., Claude, Copilot, or similar).
Ability to assist and/or coach team members and end-users with advanced technical issues.
Ability to travel as needed (~10-15%)

Nice To Haves

ITIL Foundation certification preferred

Responsibilities

Manage and oversee a team of Technical Support Specialists, ensuring the Service Desk team is meeting stated service level agreements (SLAs) with excellence across the organization.
Analyze Service Desk activities and develop tools and process improvements to optimize service and team performance, including daily, weekly, and monthly reports on Service Desk productivity.
Be the key driver in supporting the ITSM framework and champion Continuous Improvement.
Responsible for escalation and follow-up of Service Desk tickets, working to reduce or eliminate recurring tickets.
Perform a high level of local support for onsite personnel as well as remote support using remote control tools. Supported platforms include all ministry software, hardware, and network systems.
Coordinate with Team Leads, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies.
Determine the root cause of problems and identify workarounds or permanent fixes, ensure workarounds and permanent fixes are documented and communicated.
Ensure effective and prompt communication throughout the process of all Service Desk cases.
Manage and track inventory for assets (PCs, phones, Macs, iPads, etc.) and consumables (cameras, keyboard/mouse, monitors, etc.)
Ensure inventory levels (min/max) are being kept and updated per location, and update those levels as needed.
Create, update, and enforce the use of standard operating procedures and policies by all team members.
Leverage AI-assisted support tools and automation to improve first-contact resolution and reduce average handle time.
Maintain, expand, and champion the self-service knowledge base to empower end users and reduce recurring, repetitive tickets.
Travel to various US and European offices.
Act as a servant leader by training, encouraging, coaching, and developing your Team Members. Foster a spirit of trust and innovation in your team.
Meet regularly with your Team Members to discuss their progress and complete Career Path Discussions.
Approve PTO requests, time cards, and expense reports.