Service Desk Assistant Manager

Position Overview
The IT Service Desk Assistant Manager leads the day-to-day operations of the Service Desk, ensuring responsive, high-quality technical support for Members and business stakeholders. This role supervises Service Desk staff, manages ticket intake and escalation workflows, monitors service levels, and drives consistent execution of support processes. The Assistant Manager serves as a primary escalation point for complex incidents, coaches technicians, and partners with IT leadership to improve customer experience, knowledge management, operational efficiency, and service delivery outcomes.

The following and other duties may be assigned as necessary:

• Supervise the daily operation of the IT Service Desk, including workload distribution, queue monitoring, escalation management, and timely resolution of incidents and service requests
• Lead, coach, and develop Service Desk team members through onboarding, training, mentoring, performance feedback, and continuous skills development
• Serve as the primary escalation point for complex technical issues, coordinating with infrastructure, applications, security, and vendor teams as needed to restore service
• Lead and coordinate the Incident Management process for service interruptions and operational issues
• Facilitate major incident response activities, including war room coordination and stakeholder communications
• Monitor and enforce service level agreements (SLAs), support metrics, and customer service standards; identify trends and implement corrective actions when performance targets are at risk
• Review incident, request, and problem records for quality, completeness, and compliance with service management procedures and documentation standards
• Support end users with the installation, configuration, and troubleshooting of approved hardware, software, peripherals, mobile devices, and collaboration tools
• Oversee user account lifecycle tasks such as provisioning, access changes, and deprovisioning across systems including Active Directory, Microsoft 365, email, and other enterprise platforms
• Coordinate hardware deployment, refresh, imaging, replacement, and return processes while maintaining accurate asset and inventory records
• Create, maintain, and improve standard operating procedures, knowledge articles, and support documentation to improve first-contact resolution and team consistency
• Analyze ticket trends, recurring issues, and service gaps to recommend process improvements, automation opportunities, and preventive actions
• Partner with business users, vendors, and cross-functional IT teams to coordinate support activities, communicate status updates, and ensure a high level of customer satisfaction
• Support operational needs during off-hours, special events, projects, system changes, or major incidents as required
• Perform other temporary or permanent duties and responsibilities as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, and/or an equivalent combination of education and relevant experience
• Three (3+) or more years of experience in IT support, service desk, or desktop support operations, including demonstrated lead or supervisory responsibilities
• Strong working knowledge of IT service management practices, ticketing systems, incident management, request fulfillment, and escalation workflows
• Hands‑on experience supporting Microsoft 365, Windows endpoints, user account administration, hardware/software deployment, and common enterprise support tools
• Experience with Active Directory, Exchange or comparable messaging platforms, endpoint support, and basic networking concepts
• Proven ability to mentor, train, and develop Service Desk technicians while fostering accountability and a customer‑focused…