IT Service Desk Manager

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st Shift (United States of America)

Please review the following job description:

We are seeking a highly motivated and customer-focused IT Service Desk Manager to lead our IT Support Team. This is a hands‑on leader responsible for ensuring exceptional service delivery, managing day‑to‑day operations of the IT Service Desk. This role is pivotal in maintaining high levels of customer satisfaction, aligning IT services with business needs, and fostering a culture of responsiveness, accountability, and continuous improvement.

The manager will oversee the on‑shore and off‑shore IT Service Desk teammates, manage escalations, and act as the primary liaison between IT and business stakeholders. The ideal candidate combines strong technical knowledge with outstanding leadership and communication skills.

• Oversee daily operations to ensure timely resolution of incidents and requests.
• Implement ITIL best practices for incident, problem, and request management.
• Monitor service desk metrics (response times, resolution rates, customer satisfaction).
• Manage escalated support issues requiring on‑site presence, including complex troubleshooting, patching, and hardware/software reinstallations.

• Promote a customer‑first mindset across the team.
• Lead, mentor, and develop the service desk team to deliver high‑quality support and advance team objectives.
• Partner with IT Support vendors and outsourced partners to ensure service excellence.

• Identify, develop, and communicate new technology standards and best practices.
• Identify opportunities to streamline workflows and enhance efficiency.
• Drive automation and self‑service initiatives.
• Maintain documentation of procedures, FAQs, and knowledge base articles.
• Ensure compliance with IT security standards, policies, and procedures.

• Serve as the primary point of contact for all IT service requests, incidents, and communications with internal and external customers.
• Ensure customer satisfaction by delivering excellence in IT products and services, and by consistently demonstrating a professional, positive, and approachable attitude.
• Champion customer service excellence by ensuring all interactions are empathetic, professional, and solution‑oriented.
• Proactively seek out unmet business needs and propose technology‑based solutions that enhance user experience and business outcomes.
• Gather feedback to continuously improve service quality.

• Act as the technical and communications liaison between IT, business partners, users, and senior management.
• Participate in IT steering committees and project teams as required.

• Empathetic leader who inspires trust and accountability.
• Analytical thinker with a focus on problem‑solving and continuous improvement.
• Skilled at balancing technical priorities with customer satisfaction.
• Adaptable and resilient in managing change.

• Partner with infrastructure, applications, cybersecurity, and regional IT teams to resolve IT issues.
• Communicate effectively with executives and stakeholders across diverse geographies.
• Align service desk operations with enterprise IT strategy and business objectives.

• Bachelor’s degree and 5–10 years of related experience, or equivalent combination.
• Strong knowledge of ITIL framework and Service Now.
• Proven experience in technical management, data governance, and service desk operations.
• Strong knowledge of current IT hardware, systems software, and trends.
• Mastery with MS Products such as M365, Active Directory, Azure, MS Office Suite, is…