Information Technology Service Desk Manager

Information Technology Service Desk Manager

Direct message the job poster from first

PRO, Inc

We’re looking for a hands‑on leader to run our day‑to‑day end‑user support function. This person will guide a team of analysts, own the queue, and jump in on hairy escalations when needed. You’ll tune processes, watch the right numbers, and keep support outcomes aligned with what the business actually needs.

• Lead, mentor, and upskill service desk analysts; set expectations and coach for consistent, high-quality customer care.
• Orchestrate daily operations across incidents, requests, changes, and knowledge—using an ITSM platform (e.g., Service Now or similar).
• Act as the final escalation point for complex/priority issues; coordinate cross-team swarms to drive timely resolution.
• Define, track, and report KPIs/SLAs (first response, time to resolve, CSAT, backlog health); use trends to prevent repeat problems.
• Standardize and improve workflows, routing rules, and categorization to reduce handle time and boost first-contact resolution.
• Partner with infrastructure, security, and application teams to deliver seamless support for endpoints, accounts, and core services.
• Maintain clear runbooks/knowledge articles; ensure policy compliance for incident, change, access, and audit requirements.
• Plan ahead—capacity, shift coverage, on‑call rotations, and communications for maintenance or major events.

• Bachelor’s degree in IT/CS or equivalent experience.
• 5+ years in end‑user support with 3+ years leading a help/service desk team.
• Practical command of ITSM practices and tooling (Service Now or comparable), including incident, request, change, and knowledge management.
• Proven escalation management and troubleshooting chops across Windows/Mac endpoints, O365, identity/access, and common business apps.
• Metrics‑driven mindset with the ability to build dashboards, interpret data, and action continuous improvements.
• Clear, calm communicator who can influence across technical and non‑technical stakeholders.
• Nice to have: experience with patch/upgrade cycles, end‑user training programs, and familiarity with security/identity tools (e.g., SailPoint or similar).

• Mid‑Senior level

• Full‑time

• Information Technology

• Staffing and Recruiting

Referrals increase your chances of interviewing at first

PRO, Inc by 2x

• Medical insurance
• Vision insurance
• 401(k)

Apply BELOW