Service Desk Manager

Nautilus International Holding Corp provides business administration and management services to its subsidiary marine transportation companies that have been serving the maritime community for over a century. Our mission is to consistently deliver safe, efficient, innovative and environmentally responsible maritime operational solutions for our customers.

Compensation Range
: $118,600-$177,800 Target Range
: $132,000-$142,000 Bonus Eligible

Nautilus International Holding Corp seeks a Service Desk Manager to lead a modern IT Help Desk function supporting ~400 employees across 40+ port terminals, cruise operations, and corporate offices. This role oversees a team of 5–6 support analysts, manages a Fresh service-based ITSM platform, drives service quality metrics (FCR, MTTR, SLA compliance, CSAT), and partners with IT Governance to deliver repeatable, auditable service delivery.

The Service Desk Manager owns the day-to-day Help Desk operations while building best practices, automating repeatable processes, and mentoring team members toward advanced support roles. The role also owns IT procurement for end-user computing, maintains the enterprise IT asset inventory, and tracks enterprise software and SaaS license renewals.

• Manage day-to-day Service Desk operations and lead a team of 5–6 support analysts (Tier 1 and Tier
  2):
• Assign, prioritize, and manage ticket queue; ensure tickets are routed appropriately by category and priority; escalation of complex issues to Infrastructure, Security, or Application teams per SLA.
• Conduct daily standup meetings; review queue volume, aging tickets, SLA breaches, and team capacity.
• Hire, onboard, train, and mentor Service Desk Analysts, whether employed directly by the Company or through outsourced service providers; provide ongoing coaching in system navigation, customer service, troubleshooting methodologies, and escalation protocols.
• Conduct annual performance reviews and identify skill gaps; design and deliver training plans (certifications: CompTIA, Microsoft, Fresh service administrator).
• Create and maintain on-call schedule; cover for absent team members during peak volume; model customer service excellence and technical problem-solving.

• Own the Fresh service platform and drive governance, process improvement, and reporting:
• Administer Fresh service: configure and maintain categories, workflows, SLAs, priority matrix, agent groups, knowledge base, Service Catalog items, and integrations with Entra , email, and Fresh caller.
• Design and implement Workflow Automations to reduce manual overhead: auto-routing, payroll-window escalations, waiting-on-customer reminders, auto-closure of stale tickets, request fulfillment (new-hire onboarding, offboarding, access requests).
• Build and maintain Service Catalog (initial 11 items, expanding to 90%+ vendor coverage): onboarding, offboarding, role changes, distribution lists, software installs, hardware requests, access requests, VPN, mobile enrollment, and AI tool access.
• Define and enforce categorization taxonomy (~13 categories, 50+ sub-categories); audit weekly for mis-categorizations (target Partner with IT Governance (Director) on governance policies: SLA targets, priority matrix, escalation criteria, recording policy, data classification, and approval workflows.

• Own KPI tracking, dashboards, and monthly/weekly reporting:
• Define and track 6 core metrics: FCR (First Contact Resolution), MTTR (Mean Time to Resolve), MTTA (Mean Time to Acknowledge), SLA Compliance, Reopen Rate, and CSAT (Customer Satisfaction).
• Maintain live dashboards (Fresh service analytics): public board…