IT Service Desk Manager

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the it service desk manager is responsible for leading the daily operations of the organization's service desk. This role ensures the delivery of high-quality it support services, manages a team of service desk analysts, and acts as the escalation point for complex or critical issues. The manager will also drive continuous improvement initiatives, monitor performance metrics, and align service delivery with business objectives.

• manage, coach, and train service desk staff to ensure effective troubleshooting, solution delivery, and customer service.
• uses itsm platforms (e.g., servicenow) to manage service life cycles; itil-based service management practices to track slas, service availability, and business impact. Manage end-to-end service delivery, including incident, request, change, and knowledge management.
• serve as the primary escalation point for severe or unique technical issues.
• define and track service metrics (e.g., resolution time, customer satisfaction) to identify trends, root cause and areas for improvement.
• develop and refine workflows, escalation rules, and service request classification schemes. Utilize new technologies such as ai to automate processes.
• work closely with infrastructure, cybersecurity, and application teams to ensure seamless it service delivery.
• ensure adherence to it policies, including incident management, change control, and access governance.

• bachelor’s degree in information technology, computer science, or related field (or equivalent experience).
• minimum 5 years of experience in it support, with at least 3 years in a supervisory or managerial role.
• strong knowledge of help desk software, itsm frameworks (e.g., itil), and performance metrics.
• excellent communication, leadership, and problem-solving skills.
• itil, hdi, or similar service management certifications. (preferred)
• technical troubleshooting, escalation management, end-user training, upgrades & patch management, servicenow or similar itsm platforms, familiarity with cybersecurity protocols and identity access management tools (e.g., sailpoint).

• seniority level: mid-senior level
• employment type: full-time
• job function: information technology
• industries: public safety

mistras group, inc. Is committed to equal employment opportunity. Employment decisions including initial hiring and all matters involving the terms and conditions of employment will be made without regard to any protected class under applicable law. If hired, the employment relationship is “at-will,” which means that employment can be terminated at any time, and for any reason, at the option of either the company or the employee.

Please direct questions about these policies to a mistras group, inc. Human resources representative.

smoking is prohibited in all indoor areas of the company. Employees may use designated smoking areas (if established) in accordance with applicable state and local law.

rhode island applicants: the company is subject to chapters 29-38 of title 28 of the general laws of rhode island, and is therefore covered by the state’s workers’ compensation law.

massachusetts applicants: i understand that it is unlawful in massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

maryland applicants: i understand that under maryland law, an employer may not require or demand, as a condition of employment, prospective employment or continued employment, that any individual submit to or take a polygraph or similar test. An employer who violates this law is guilty of a misdemeanor and subject to a fine not exceeding $100.