Service Desk Manager

As a Service Desk Manager
, you will lead our global Service Desk team. The ideal candidate will have 3+ years of progressive experience in IT management, with a strong focus on service delivery, team leadership, and process optimization. This hybrid role is crucial for ensuring the support of our user base on a global scale. The manager will report to the Director of Information Technology, and be responsible for leading a diverse team, supporting key projects, and maintaining high service levels.

• Team Leadership & Management:
  • Lead, mentor, and manage a small team of IT professionals located in multiple regions around the world
  • Conduct performance reviews, provide constructive feedback, and support the professional development of team members
  • Foster a collaborative and positive team environment that encourages innovation and problem-solving
• Global Operations & Support
  • Develop and implement global IT support solutions, documentation, and best practices
  • Oversee day-to-day IT support operations, including incident and request management, asset management
  • Participate in end user support and global asset shipping and receiving, serving as team escalation point
  • Analyze service performance metrics and KPIs to identify areas for improvement and implement data-driven solutions
  • Identify bottlenecks or infrastructure issues and elevate to appropriate teams where necessary
  • Participate in an on‑call rotation to provide 24x7 emergency coverage
  • Typically 2 days in office each week for on‑site support and coverage
• Project Management:
  • Lead and participate in deploying strategic IT projects
  • Develop project plans, allocate resources, and communicate progress to stakeholders

• Experience: 5+ years of progressive experience in IT, with at least 3 years in a management or lead role
• Global Team Management: Proven experience managing geographically distributed teams, including understanding cultural differences and communication challenges
• Scripting: Hands‑on experience with a scripting language (i.e. Power Shell, Python, JavaScript)
• Technical
  
  Skills:
  
  
  • Working knowledge of networking, Active Directory
  • Slack administration
  • Google workspace administration
  • Strong background in supporting a mixed environment of Windows and Mac end user devices (SCCM / Jamf respectively)
  • Azure / Entra user administration experience
  • Experience with IT security principles and best practices
• Soft Skills:
  • Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts to a non‑technical audience
  • Strong analytical and problem‑solving abilities
• Preferred
  
  Skills:
  
  
  • ITIL or PMP certification
  • Service Now experience
  • Jira / Confluence administration

The salary range for this position is $90,000 - $100,000

Applause is a place where everyone belongs and where we believe everyone deserves the exceptional. We continue to celebrate diversity and are committed to creating an inclusive, equitable environment for our employees. If you believe you require a reasonable accommodation under any of the legally protected characteristics, please  to complete an accommodation request. Please note, Applause will only review requests for applications that have been submitted.

We will review your qualifications and follow up with you regarding your request if your qualifications meet our current needs.