IT Service Desk Manager

Do you love working with talented people? So do we!

Our team is growing and we’re looking for best-in-class talent. We value experienced, career-minded employees who focus on teamwork, professionalism and an unparalleled commitment to customer service. We offer full-time employees a competitive benefits package that includes health, dental and vision insurance, along with life and AD&D insurance, 401k plans, vacation time and more.

Browse positions available at mSupply and throughout our HVAC, plumbing and appliance parts business units nationwide. Use the filters to narrow by department, business unit or location.

Location: St. Louis, MO

Remote Status: Remote

Job :3673-mSupply

# of Openings:1

mSupply is a North American distributor of OEM repair parts and equipment serving the appliance, HVAC and plumbing industries. Headquartered in St. Louis, the company combines industry expertise with a broad product selection and a national distribution network.

With 2,000 employees across the United States and Canada, mSupply delivers speed and reliability at scale, with a vast product inventory and same-day shipping. Its family of brands is focused on making sure customers always get the Right Products. Right Now.

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The IT Service Desk Manager leads mSupply’s enterprise IT Service Desk operations, overseeing a team of 7–10 technicians and ensuring responsive, high-quality support for employees across a fast-paced, multi-site organization. Reporting to the Director of IT Operations & Infrastructure, this role is responsible for driving operational excellence, service delivery performance, and continuous improvement across the IT support function. The Manager will lead key initiatives including the organization’s Service Now migration and the advancement of ITIL v4 practices across Incident, Request, and Problem Management.

This role partners closely with infrastructure, cybersecurity, applications, and business leaders to deliver a best-in-class end‑user experience and scalable support operations that enable business success.

• Lead daily IT Service Desk operations, ensuring high-quality support delivery, effective queue management, SLA performance, and a consistent end‑user experience across the organization.
• Provide leadership and oversight for complex or business‑critical incident escalations, ensuring timely resolution and effective stakeholder communication.
• Lead the implementation and optimization of Service Now for the IT support organization, including workflow design, service catalog enhancements, and user adoption initiatives.
• Drive the maturity and continuous improvement of ITIL v4 practices across Incident, Request, and Problem Management processes.
• Oversee the administration and optimization of Kaseya VSA (RMM) to support endpoint management, patch compliance, remote support capabilities, and enterprise device visibility.
• Establish, monitor, and analyze key service delivery metrics including CSAT, First Contact Resolution (FCR), Mean Time to Resolution (MTTR), and SLA compliance to identify trends and improve operational performance.
• Develop and maintain support documentation, knowledge base content, and operational procedures to improve service consistency and team efficiency.
• Partner cross‑functionally with infrastructure, cloud, cybersecurity, and application teams to coordinate support strategies, escalation processes, and operational priorities.
• Collaborate with IT leadership to define service standards, support policies, governance practices, and roadmap initiatives aligned with organizational objectives.
• Foster a customer‑focused, continuous improvement culture through coaching, process optimization, and operational best practices.
• Up to 20% travel required.

• 5+ years of progressive experience in IT support, service desk, or end‑user support environments, including 2+ years of leadership experience managing technical support teams.
• Demonstrated success leading and developing distributed support teams within a multi‑site or enterprise environment.
• Experience managing IT service delivery operations, including…