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IT Service Desk Manager
Job in
La Crosse, La Crosse County, Wisconsin, 54602, USA
Listed on 2026-06-05
Listing for:
TeamSoft
Full Time
position Listed on 2026-06-05
Job specializations:
-
IT/Tech
IT Support, IT Project Manager
Job Description & How to Apply Below
IT Service Desk Manager – On Site
Location:
La Crosse, WI OR Memphis, TN OR Latrobe, PA.
Onsite – 5 days/week.
OverviewLead and manage IT Service Desk operations across multiple locations. Responsible for service delivery, team leadership, incident management, and continuous improvement aligned with ITIL best practices.
Key Responsibilities- Lead and develop Service Desk team (multi-site)
- Define and track KPIs, SLAs, and performance metrics
- Manage 24/7 support coverage, scheduling, and on-call rotations
- Own incident, problem, and request management processes
- Drive root cause analysis and reduce recurring incidents
- Act as escalation point for critical issues
- Lead service delivery and IT support initiatives/projects
- Partner with Infrastructure, Applications, Security teams
- Ensure compliance with IT policies, security standards, audits
- Identify and implement process improvements and automation
- Maintain documentation, procedures, and standards
- Travel required
- 5+ years IT Service Desk / End-User Support experience
- 2+ years leadership or management experience
- Strong knowledge of ITIL / Service Desk frameworks
- Experience with ticketing systems (Service Now, Remedy, Jira Service Management, Fresh service)
- ITIL v4 certification
- Experience in 24/7 multi-site environments
- Knowledge of Active Directory, Microsoft 365
- Networking fundamentals
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