Manager of Service Desk & PC Support

Manager of Service Desk & PC Support

Location:

Glynco, GA

Work Arrangement:
Hybrid (2+ days onsite weekly; additional onsite support during surge periods)

Salary: $85,000 – $95,000 (Based on experience and technical interview)

Citizenship: U.S. Citizen Required

Clearance:
Not Required

We are seeking an experienced and highly customer-focused Manager of Service Desk & PC Support to lead enterprise desktop support and service desk operations within a fast-paced, mission-driven environment.

This role is ideal for a leader who thrives on:

• Building high-performing technical support teams
• Driving exceptional end-user experiences
• Improving operational efficiency and service delivery
• Managing escalations, SLAs, and customer satisfaction
• Developing service desk processes aligned with ITIL best practices

You will serve as the operational leader responsible for ensuring frontline IT support services consistently meet and exceed organizational expectations.

The Manager of Service Desk & PC Support will oversee daily operations for:

• Desktop support technicians
• Service desk analysts
• End-user support operations

This position works closely with:

• Business units
• IT leadership
• Vendors
• Infrastructure and cybersecurity teams to ensure enterprise users receive responsive, effective, and professional technical support.

The ideal candidate combines:

• Strong leadership skills
• Operational discipline
• IT service management expertise
• Excellent customer engagement capabilities
• Hands-on technical support knowledge

• Bachelor's degree in:
  • Information Technology
  • Information Science
  • Related technical field (Equivalent experience may be considered)

• 5+ years of experience leading technical support or service desk teams
• Proven leadership experience focused on:
  • Coaching
  • Mentoring
  • Team development
• Experience managing enterprise end-user support environments

• Strong understanding of:
  • IT service management operations
  • SLA management
  • KPI reporting
  • Escalation management
  • End-user support operations
• Experience with service management platforms such as:
  • Service Now
  • Ivanti
  • Jira Service Management
  • Fresh service

• Strong understanding of ITIL practices
• ITIL Certification preferred

• Excellent interpersonal and communication skills
• Ability to interact effectively with:
  • Technical teams
  • Executive leadership
  • End users
  • Vendors
• Strong customer service and change management mindset

• ITIL Certification
• Experience in highly regulated or operational environments
• Experience supporting enterprise-scale desktop and service desk operations
• Experience managing hybrid support teams

• Lead and mentor:
  • PC Support Technicians
  • Service Desk staff
• Balance workloads and ensure proper shift coverage
• Coach and develop technical staff through training and performance management
• Identify skill gaps and implement improvement plans

• Monitor and manage:
  • Service Level Agreements (SLAs)
  • Customer satisfaction
  • Ticket resolution quality
  • Escalation response times
• Serve as the primary escalation point for high-priority or complex issues
• Ensure support operations consistently meet or exceed defined performance metrics

• Develop and deliver KPI and trend reporting to IT leadership
• Analyze support metrics and operational trends to identify improvement opportunities
• Recommend and implement new standards and operational efficiencies
• Drive continuous service improvement initiatives

• Ensure compliance with:
  • Organizational policies
  • Security standards
  • Audit requirements
• Oversee procurement and decommissioning standards for end-user devices
• Maintain operational consistency through documented procedures and standards

• Create and maintain:
  • Troubleshooting guides
  • SOPs
  • Training documentation
  • Customer self-help resources
• Develop customer training guidance and support materials

• Manage vendor relationships supporting daily operations
• Partner with business units and IT leadership to align support services…