Senior Manager, Service Desk

Senior Manager, Service Desk

Mesa, AZ (In-Office)

FlexTG is the nation's largest brand-neutral Managed Print Services provider, delivering innovative technology solutions and exceptional service to organizations across the country. With an unmatched nationwide footprint, industry-leading expertise, and proprietary technology, we help businesses operate smarter, faster, and more efficiently. At FlexTG, you'll join a team that values collaboration, accountability, innovation, and continuous improvement.

FlexTG is seeking an experienced and strategic Senior Manager, Service Desk to lead our enterprise Service Desk organization in Mesa, Arizona. This is a highly visible leadership role responsible for overseeing end-user support operations, driving service excellence, managing critical incidents, and shaping the future of IT support across the organization.

The ideal candidate is a hands-on leader who thrives in fast-paced environments, excels at building high-performing teams, and can effectively bridge technical operations with business strategy. This role will play a key part in strengthening service delivery, improving operational maturity, and ensuring a best-in-class employee support experience.

• Lead the daily operations and strategic direction of the Service Desk team.
• Oversee the deployment, support, and lifecycle management of end-user devices and applications.
• Drive incident management, root cause analysis, and problem resolution for recurring service issues.
• Serve as a key escalation point during critical incidents and coordinate communication between technical teams, vendors, and business stakeholders.
• Manage vendor relationships, support contracts, and service performance expectations.
• Develop and execute a roadmap for Service Desk enhancements, process improvements, and technology adoption.
• Create and maintain knowledge base articles, standard operating procedures, troubleshooting guides, and escalation processes.
• Monitor service level agreements (SLAs), operational metrics, and customer satisfaction scores to ensure consistent service delivery.
• Utilize reporting and analytics to identify trends, improve performance, and drive operational excellence.
• Lead cross-functional initiatives, including technology upgrades, migrations, and process transformation projects.
• Manage budgets, resource planning, and departmental priorities.
• Coach, mentor, and develop Service Desk team members while fostering a culture of accountability and continuous learning.
• Partner with Infrastructure, Security, Applications, and Business teams to deliver seamless technology support.
• Promote operational reliability, customer-focused service, and ongoing process improvement throughout the organization.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 10+ years of progressive IT experience.
• 5+ years of leadership experience managing technical support or Service Desk teams.
• Proven experience leading high-performing teams in a fast-paced enterprise environment.
• Strong strategic planning, organizational, and project management skills.
• Experience managing budgets, resources, and cross-functional technology initiatives.
• Strong understanding of IT service delivery, operational processes, and support best practices.
• Experience driving service improvements through metrics, reporting, and analytics.
• Knowledge of information security principles and enterprise technology environments.
• Exceptional communication, collaboration, and stakeholder management skills.

• ITIL v4 Foundation certification or higher.
• Service Now experience.
• Microsoft Certified:
  Azure Administrator certification.
• Experience leading…