ServiceDesk Manager

Suffolk Construction•Boston, MA

About The Position

The ServiceDesk Manager leads Suffolk Construction’s IT ServiceDesk organization and ensures the delivery of effective end-user support and technology services across corporate offices, jobsites, and remote locations. The role oversees ServiceDesk staff, support processes, service performance, knowledge management, asset visibility, and employee technology experience initiatives. It drives continual service improvement, ServiceNow optimization, AI-enabled support, and operational efficiencies in support of Suffolk’s technology environment. The manager leads and develops a national ServiceDesk team, manages daily operations and escalations, and establishes service standards and performance expectations. The role owns ITIL-aligned service management processes, service metrics, problem management, support workflows, and continuous improvement initiatives. In partnership with ServiceNow teams, the manager optimizes platform capabilities, reporting, automation, and self-service. The ServiceDesk supports and triages issues across Suffolk’s enterprise and productivity platforms, including Microsoft 365, Microsoft Teams, SharePoint Online, OneDrive, ServiceNow, Bluebeam, Oracle applications, DocuSign, Miro, Zoom, Okta, PrinterLogic, and other technology platforms. The manager also advances knowledge management, employee experience, operational analytics, and stakeholder relationships nationwide. The position is based in an office environment with a quiet to moderate noise level and includes jobsite walking. Suffolk describes its total rewards package as including competitive salaries and a variety of benefits that employees can personalize to support their physical, emotional, and financial needs.

Requirements

Bachelor’s degree in information technology, business, or a related field.
Five or more years of ServiceDesk or IT Support leadership experience.
Eight or more years of progressive IT support and service management experience.
Experience managing enterprise support teams in complex, multi-site organizations.
Experience with ServiceNow, Microsoft 365, ITSM platforms, Knowledge Management, Asset Management, vendor management, and enterprise endpoint support.
Experience supporting Windows 11, macOS, iOS, and Okta identity.
Strong understanding of the ITIL framework, Incident Management, Problem Management, Change Management, and service delivery best practices.

Nice To Haves

ITIL Foundation or ITIL Managing Professional certification.
Experience supporting construction, engineering, or project-based organizations.
Experience with AI-powered ServiceDesk technologies and workflow automation.
Experience leading digital workplace transformation initiatives.

Responsibilities

Lead, mentor, and develop a national team of IT ServiceDesk professionals; establish staff performance expectations, service standards, goals, and development plans.
Manage daily ServiceDesk operations to ensure timely resolution of incidents, requests, and escalations.
Promote a customer-first culture focused on responsiveness, communication, accountability, and service excellence.
Monitor staffing levels, workload distribution, and support coverage across offices and jobsites; partner with regional IT teams to provide consistent support nationwide.
Own and continuously improve ITIL-aligned Incident, Request, Knowledge, Problem, and Major Incident Management processes.
Establish and monitor SLAs, OLAs, and service metrics; lead Problem Management to identify recurring issues and implement permanent resolutions.
Develop and maintain escalation procedures and support workflows; drive automation and continuous improvement based on support trends and business feedback.
Partner with ServiceNow Engineering and Platform teams to optimize Incident Management, Request Management, Service Catalog, Knowledge Management, Asset Management, CMDB, Change Management, and the Self-Service Portal.
Use ServiceNow reporting, dashboards, and analytics to improve operational performance; support AI-driven support capabilities, virtual agents, workflow automation, and self-service initiatives.
Ensure the ServiceDesk supports and triages issues for Suffolk’s enterprise and productivity platforms; collaborate with application owners and technical support teams to improve service quality and resolve issues.
Foster adoption and curation of the ServiceDesk Knowledge Base; create and maintain SOPs, troubleshooting documentation, job aids, and support articles.
Expand self-service capabilities and analyze user feedback and CSAT scores to identify service improvements; champion employee productivity and technology adoption.
Develop executive reporting on SLA performance, mean time to resolution, first-contact resolution, ticket trends, CSAT, knowledge base utilization, asset metrics, service adoption, and automation opportunities.
Provide operational reviews and service improvement recommendations to IT leadership.
Build and maintain strong relationships with business stakeholders nationwide and help shift the ServiceDesk toward proactive, strategic service delivery.