Manager, Service Desk

Job Description

The primary role of the Manager, Service Desk is to oversee daily Service Desk operations and frontline staff, ensuring end users receive timely, high-quality technical assistance. This role manages all procedures related to the identification, prioritization, assignment, and resolution of incidents and requests, including queue monitoring, SLA tracking, and operational coordination. The Manager, Service Desk executes established ITIL processes, asset management workflows, and service metrics across the organization.

This individual implements standard operating procedures, conducts capacity planning, performs trend analysis, and coaches staff to achieve consistent service levels. The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‑on technical support when necessary.

Regular

The primary role of the Manager, Service Desk is to oversee daily Service Desk operations and frontline staff, ensuring end users receive timely, high-quality technical assistance. This role manages all procedures related to the identification, prioritization, assignment, and resolution of incidents and requests, including queue monitoring, SLA tracking, and operational coordination. The Manager, Service Desk executes established ITIL processes, asset management workflows, and service metrics across the organization.

This individual implements standard operating procedures, conducts capacity planning, performs trend analysis, and coaches staff to achieve consistent service levels. The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‑on technical support when necessary.

• Aligns daily Service Desk operations with IT leadership’s strategy, communicating operational updates, service metrics, and team performance to leadership.
• Enforces Service Level Agreements (SLAs) to maintain expected problem resolution time frames and customer satisfaction standards.
• Implements and maintains standard operating procedures outlining how incidents and service requests are logged, triaged, escalated, and resolved.
• Analyzes daily and weekly Service Desk activity, identifies recurring bottlenecks or incident trends, and implements operational fixes.
• Conducts regular performance evaluations, 1-on-1 coaching, and goal setting for Service Desk technicians and support staff.
• Monitors team operational expenditures and provides input into annual hardware, software, and staffing budget forecasts.
• Administers and optimizes ticketing system workflows, request catalogs, and asset tracking configurations based on operational needs.
• Evaluates Service Desk software, endpoint utilities, and hardware peripherals in coordination with IT procurement and vendor contacts.
• Coordinates purchasing, provisioning, and deployment tasks for end-user computing hardware and peripherals.
• Supervises a distributed/multi-site technical support team, managing shift schedules, ticket routing, and escalation coverage.
• Ensures prompt, professional, and effective resolution of Tier 1–Tier 3 tickets across enterprise applications and hardware.
• Develops and maintains end-user knowledge bases, self-service portals, FAQs, and internal technical runbooks.
• Onboards, trains, and mentors junior technicians to enhance technical competency and service delivery quality.
• Provides hands‑on, in‑person, and remote troubleshooting support for executive and high‑priority technical escalations.
• Represents the Service Desk team in Change Advisory Board (CAB) meetings to review upcoming changes and assess operational impact.

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent combination of education, training, and experience).
• Minimum of 5–7 years of experience in IT Service Desk / Technical Support environments.
• Minimum of 2–4 years of direct supervisory or team lead experience managing IT support personnel.
• 5+ years of hands‑on experience supporting enterprise desktop and mobile platforms (Windows, macOS, iOS, Linux).
• Demonstrated experience…