Service Desk Manager

Information Technology Opportunity:
Service Desk Manager

iSuite L.L.C. is seeking a qualified professional to join our Information Technology team. iSuite is a business support services organization formed in 2023. The organization provides business development and pursuit, estimating, safety, accounting, human resources, information technology, marketing, and training services to clients within the Architecture, Engineering, and Construction (A/E/C) industry.

This shared-services company supports the IMI business units and provides a uniform,

employee-based culture founded on our Support the Build mentality. This mentality aligns

with our employee-owned company so that all personnel take an owner’s mindset approach to our business. iSuite is headquartered in Nashville, TN and has branches in Granite City, IL, Chesterfield, MO and Charlotte, NC.

We are currently looking for a Service Desk Manager to join our Information Technology team located at our headquarters in Granite City, IL
. Our ideal candidate for a Service Desk Manager is someone who has 5+
years of experience in IT support with at least 2 years in a Service Desk lead or supervisory role.

• Lead and develop the Service Desk team, including the Service Desk Lead, Service Desk Analysts, and any Tier 2 support staff; own hiring, onboarding, performance management, and career development
• Define and maintain the Service Desk SLA, OLA, and KPI framework; set targets for response, resolution, CSAT, FCR, abandonment, and backlog age, and report performance to IT leadership
• Own the HaloPSA platform configuration, integrations, workflows, and reporting; manage the vendor relationship and contract renewal cycle
• Build and defend the annual Service Desk operating budget including labor, ITSM tooling, training, and hardware refresh; track and report variance
• Drive continual service improvement initiatives such as knowledge base maturity, self-service portal expansion, and ticket automation; measure and report outcomes
• Ensure consistent service quality across all office locations and remote staff; coordinate with the Traveling Support Specialist and site leaders on new office go-lives
• Establish and enforce queue management, escalation, and on-call procedures; resolve cross-team escalations and drive root‑cause analysis on recurring or high‑impact incidents
• Partner with adjacent IT functions (Network, Cybersecurity, Modern Workplace, Asset Administration) on cross‑team workflows and shared metrics
• Represent the Service Desk in IT leadership meetings and to executive stakeholders; communicate service health, risks, and improvement plans clearly and proactively
• Maintain compliance with internal policies, frameworks (ITIL, CIS Controls), and audit requirements affecting Service Desk operations
• Coach team members on customer communication, SLA discipline, and documentation quality; lead regular team meetings, 1:1s, and performance reviews
• Coordinate vendor and third‑party support escalations to ensure timely resolution and proper cost management

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent hands‑on experience
• 5+ years in IT support with at least 2 years in a Service Desk lead or supervisory role; demonstrated track record managing SLAs, customer satisfaction, and a multi‑technician team
• Strong working knowledge of ITSM platforms (HaloPSA preferred; Connect Wise or Service Now acceptable);
  Active Directory and Microsoft 365 administration fundamentals;
  Power Shell scripting at a working level; reporting and KPI design; budget management; vendor and contract management; ITIL service management principles
• Calm under pressure; strong written and verbal communication; sound judgment on escalation and prioritization; coaching mindset; data‑driven decision making; ability to influence across IT functions and with executive stakeholders
• Certifications:
  
  SDI Service Desk Manager (SDM v9) or HDI Support Center Manager required within 12 months of hire; ITIL 4 Foundation required…