Information Technology Service Desk Manager

Information Technology Service Desk Manager

This range is provided by first

PRO, Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$/yr - $/yr

Direct message the job poster from first

PRO, Inc

We’re searching for an IT Service Desk Manager who isn’t just keeping the lights on but shaping how support feels, functions, and evolves. This leader brings fresh ideas, a people-first mindset, and the technical backbone to run a high-performing support operation. If you thrive in fast-moving environments and love turning chaos into clarity, this role calls your name.

Location:
Onsite

Type:
Direct Hire

Start Date:
January

• Lead and mentor the service desk team, driving excellence in customer service and technical troubleshooting.
• Manage daily ticket flow, ensuring timely resolution, accurate triage, and proper escalation paths.
• Introduce and refine innovative support practices that improve speed, quality, and user satisfaction.
• Partner with IT leadership to develop and implement service strategies, SOPs, and performance metrics.
• Oversee onboarding/offboarding processes, device provisioning, and common enterprise support needs.
• Build strong relationships with internal customers, turning feedback into actionable improvements.
• Track KPIs, analyze trends, and deliver insights that shape staffing, training, and process decisions.
• Ensure compliance with security standards, IT policies, and change management guidelines.
• Collaborate cross-functionally with infrastructure, network, and application teams to resolve complex issues.
• Champion a culture of learning, ownership, and proactive problem-solving.

• 5+ years of IT service desk or end-user support leadership experience.
• Strong understanding of Windows/Mac environments, O365, ticketing systems, and common enterprise applications.
• Proven ability to modernize or scale support operations.
• Experience with ITSM frameworks and best practices (ITIL a plus).
• Excellent communication skills, with calm-in-the-storm leadership.
• Ability to manage multiple priorities and inspire teams in a dynamic environment.
• Strong analytical skills, with comfort reading dashboards, spotting patterns, and driving decisions.

Mid-Senior level

Full-time

Information Technology

IT System Operations and Maintenance

Referrals increase your chances of interviewing at first

PRO, Inc by 2x