ServiceDesk Manager

The Service Desk Manager is responsible for leading Suffolk Construction's IT Service Desk organization, ensuring the delivery of exceptional end-user support, operational excellence, and customer-focused technology services across corporate offices, jobsites, and remote locations. This role oversees Service Desk analysts, support processes, service performance, knowledge management, asset visibility, and end-user experience initiatives. The Service Desk Manager serves as a key leader in driving continual service improvement, Service Now optimization, AI-enabled support capabilities, and operational efficiencies that support Suffolk's growing technology ecosystem.

The ideal candidate combines strong leadership skills, ITIL-based service management expertise, and a passion for improving employee technology experiences while supporting critical construction, business, and collaboration platforms.

• Lead, mentor, and develop a national team of IT Service Desk professionals.
• Establish performance expectations, service standards, goals, and development plans for Service Desk staff.
• Manage daily Service Desk operations to ensure timely resolution of incidents, requests, and escalations.
• Drive a customer-first culture focused on responsiveness, communication, accountability, and service excellence.
• Monitor staffing levels, workload distribution, and support coverage across offices and jobsites.
• Partner with regional IT teams to ensure consistent support experiences nationwide.

• Own and continuously improve ITIL-aligned Incident, Request, Knowledge, Problem, and Major Incident Management processes.
• Establish and monitor Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and service metrics.
• Lead Problem Management activities to identify recurring issues and implement permanent resolutions.
• Develop and maintain escalation procedures and support workflows.
• Drive automation opportunities to reduce manual effort and improve resolution times.
• Implement continuous improvement initiatives based on support trends and business feedback.

• Partner with Service Now Engineering and Platform teams to optimize Incident Management, Request Management, the Service Catalog, Knowledge Management, Asset Management, CMDB, Change Management, and the Self-Service Portal.
• Leverage Service Now reporting, dashboards, and analytics to improve operational performance.
• Support the implementation of AI-driven support capabilities, virtual agents, workflow automation, and self-service initiatives.

• Ensure the Service Desk effectively supports and triages issues for key Suffolk platforms, including Microsoft 365, Microsoft Teams, SharePoint Online, One Drive, Service Now, Bluebeam, Oracle applications, Docu Sign , Miro, Zoom, Okta, Printer Logic , and other Suffolk technology platforms.
• Collaborate with business application owners and technical support teams to drive service quality and issue resolution.

• Foster adoption and curation of the Service Desk Knowledge Base.
• Drive creation and maintenance of SOPs, troubleshooting documentation, job aids, and support articles.
• Expand self-service capabilities that improve user adoption and issue resolution.
• Analyze user feedback and CSAT scores to identify opportunities for service improvement.
• Champion employee experience initiatives focused on productivity and technology adoption.

• Develop and maintain executive reporting for SLA performance, mean time to resolution, first-contact resolution, ticket volume trends, CSAT, knowledge base…