Desktop Support Manager

This is a contract to hire opportunity. Candidates MUST be local to the Rockford, IL area. This role is NOT open to C2C, OPT, or any Visa consideration. No vendor support of any kind allowed.

We are seeking an experienced IT Support Manager to oversee daily IT support operations, manage a team of support technicians, and ensure timely resolution of technical issues. This person should have strong Service Now ticketing experience, a technical support background, and the ability to manage a high-volume support environment.

• Manage daily IT support operations and oversee the help desk/service desk team
• Monitor and manage Service Now ticket queues, assignments, escalations, and resolution times
• Prioritize incoming incidents and service requests based on business impact
• Track ticket volumes, SLAs, response times, and team performance
• Troubleshoot and escalated complex hardware, software, and system issues
• Coach and support technicians to improve performance and customer service
• Identify recurring issues and improve ticketing processes and workflows
• Partner with infrastructure, application, and security teams to resolve technical issues
• Provide regular reporting on support metrics, open tickets, and escalations
• Ensure consistent communication with end users and business stakeholders

• 5+ years of IT support, help desk, or service desk experience
• Previous experience leading or managing an IT support team
• Strong hands‑on experience with Service Now ticketing and incident management
• Experience managing ticket queues, escalations, SLAs, and support metrics
• Strong technical troubleshooting background across hardware, software, and end‑user systems
• Understanding of ITIL processes, including incident, problem, and request management
• Strong customer service, communication, and leadership skills
• Ability to manage competing priorities in a high-volume support environment

• Service Now reporting, dashboards, or workflow configuration experience
• ITIL or Service Now certifications
• Experience with process improvement and support automation
• Experience managing remote or multi‑location support teams

Blue Sky Resource Solutions is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.