Service Desk Manager

Service Desk Manager

We are seeking a Service Desk Manager to provide technology business leadership and vision within our IT Service Delivery organization. The incumbent will manage a vertical team, maintain consistent service information, and ensure performance against Service Level Agreements while supervising a centralized technical support and help desk team.

• Manages, coordinates, plans, and leads technology-related activities within a single functional IT Service Delivery domain.
• Provides leadership and customer support by hiring, training, counseling, evaluating, supervising, and managing direct reports.
• Monitors performance of IT systems, infrastructure, and operations to determine cost and productivity levels, and recommends improvements.
• Helps define strategy and processes for the defined IT area and analyzes business requirements by partnering with stakeholders.
• Oversees a centralized technical support and help desk team for a wide variety of corporate customers and technical assets.
• Ensures service operations meet and/or exceed stated Service Level Agreements and Operational Level Agreements.
• Manages relationships with IT vendors, service providers, and contractors to ensure quality and cost control.
• Defines and develops the overall service measurement framework that determines service efficiency.
• Grows and develops a team of IT professionals in technical proficiency and service delivery effectiveness.
• Guides direct reports and peers regarding policies, practices, and procedures.
• Supervises 1–3 professional and para-professional level employees and sets goals for operational results.
• Coaches, reviews, and delegates work to the team, ensuring consistent delivery and supporting team well‑being.
• Performs other duties as assigned and modified at the manager’s discretion.

• Highly-developed business acuity and acumen.
• Excellent working knowledge of computer systems, security, network and systems administration, databases, data storage, and phone systems.
• Familiarity with the technology applied by the team and functional area.
• Journeyman knowledge of leadership best practices and standards.
• Strong critical thinking and decision‑making skills.
• Excellent project management skills and the ability to prioritize.
• Firm grasp of information technology and operations best practices.
• Proficient knowledge of technical management, information analysis, and computer hardware/software systems.
• Fundamental knowledge in data center management and data governance.
• Hands‑on experience with computer networks, network administration, and/or network installation.
• Ability to work independently with minimal direct supervision.
• Weekly touchpoints with the leader and proven ability to manage personnel through business delivery.
• Encourages career growth and personal development for team members.
• Positive impact on peer‑to‑peer interactions and leading by example.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office Suite and related software.
• Willingness to travel locally, regionally, and nationwide up to 15% of the time.
• Spoken and written fluency in English.
• Ability to exercise independent judgment.

• BA/BS degree in Information Technology, Computer Information, Business Administration, or a related field.
• A minimum of 5 years of professional work experience in the IT industry.
• At least 1 year of experience in a supervisory/management position.
• Additional experience above minimum required may be considered on a year‑for‑year basis.
• IT certification preferred.

Salary: $99,369 – $141,957 (annual). Final compensation may include bonuses or commissions based on experience, education, location, and other factors.

• Competitive salary with performance‑based bonuses or commissions.
• Comprehensive benefits package including health, dental, vision, and retirement plans.
• Career development and advancement opportunities.
• Work‑life balance support.