Manager, IT Enterprise Service Desk

Overview

Great Day Improvements - Manager, IT Enterprise Service Desk (On-site Cincinnati Area)

Company Overview

In the 13 years since its founding, Great Day Improvements, LLC has grown rapidly toward its vision of becoming one of the largest home improvement companies in the U.S. Headquartered in Twinsburg, Ohio, Great Day Improvements is a $1.5 billion, vertically integrated, direct to consumer provider of premium home improvement products.

With an expanding workforce of more than 4,800 employees across 130 metropolitan markets throughout the US, Great Day Improvements ranks among the top home improvement companies nationwide and one of the fastest growing private companies in America.

Technology is central to how Great Day Improvements operates and serves its employees and customers. The Enterprise Service Desk Manager plays a critical role in ensuring reliable, high quality technology support across the enterprise. This leader sets the standard for service excellence, builds trust with internal customers, and drives disciplined, measurable service delivery using Fresh service as a core operational platform.

Job Summary

As the Enterprise Service Desk Manager, you will be responsible for leading and continuously improving enterprise-wide service desk operations. This role owns day-to-day service delivery, service desk performance, team development, and the internal customer experience.

The role requires a hands-on leader with a working understanding of how to configure ticketing system platforms and who uses data, KPIs, and operational discipline to deliver consistent, high-quality support. Success in this role is defined by predictable outcomes, engaged teams, and a service desk that internal customers trust and respect.

Location: Cincinnati, OH (On-site)

Pay Range: $80,000.00 - $90,000.00

Service Desk Operations and Excellence

• Lead and manage a large-scale enterprise service desk supporting multiple brands and locations.
• Define and uphold a clear standard of excellence for service delivery, communication, and ownership.
• Ensure consistent, high-quality support across incidents, requests, and escalations.
• Drive operational discipline while maintaining a strong service-oriented mindset.

IT Ticketing System Platform Ownership

• Own and actively manage the Ticketing system platform, including workflows, SLAs, queues, automations, reporting, dashboards, and knowledge management.
• Use Ticketing system data to drive daily operations, performance coaching, and continuous improvement.
• Optimize self-service, automation, and knowledge articles to reduce friction and repeat work.
• Ensure the platform is configured to support scale, transparency, and measurable outcomes.
• Govern and administer asset and software management within the ticketing system platform, ensuring accurate lifecycle tracking and operational consistency.
• Ensure consistent execution of provisioning and deprovisioning processes by the service desk team, including access changes, asset assignment, and timely removals.

Performance Management and KPIs

• Define, track, and improve service desk KPIs including SLA attainment, first contact resolution, backlog health, ticket aging, CSAT, and trend drivers.
• Use metrics to coach performance, improve behavior, and strengthen service quality.
• Establish operating rhythms such as daily stand-up, weekly performance reviews, and improvement cycles.

Team Leadership and Development

• Build, coach, and develop a strong service desk team focused on accountability, ownership, and customer service.
• Create a positive, energized team environment that promotes morale, collaboration, and continuous learning.
• Set clear expectations, provide timely feedback, and recognize strong performance.
• Develop talent pipelines and growth paths within the service desk team.

Stakeholder and Cross Functional Collaboration

• Partner closely with infrastructure, security, enterprise applications, data & intelligence, and business teams to ensure effective escalation and resolution.
• Communicate clearly and proactively with stakeholders during incidents and service disruptions.
• Build trust and credibility with internal customers and technology partners.

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