IT Service Desk Manager; Hands-On, Multi-Location Leadership

We are seeking a highly motivated and technically skilled IT Service Desk Manager who serves as both a strategic leader and a hands-on technical contributor. This role is responsible for managing daily service desk operations across multiple locations while actively participating in ticket resolution, escalation management, and continuous service improvement.

The ideal candidate combines strong leadership capabilities with deep technical expertise, thrives in a fast-paced environment, and is passionate about delivering exceptional end-user support.

• Lead, mentor, and develop service desk teams across multiple geographic locations.

• Provide day-to-day supervision, performance management, and career development planning.

• Foster a collaborative, customer-focused culture across all support teams.

• Coordinate staffing, scheduling, and workload balancing across sites.

• Conduct regular team meetings and ensure cross-location alignment.

• Oversee daily service desk operations to ensure SLA and KPI targets are consistently met.

• Monitor ticket queues and manage incident, request, and escalation workflows.

• Develop and maintain service desk policies, procedures, and best practices.

• Analyze performance metrics and implement continuous improvement initiatives.

• Manage vendor relationships and third-party support partners as needed.

• Act as the primary escalation point for complex Tier 2/3 technical issues.

• Provide direct support for hardware, software, network, and cloud-related incidents.

• Lead root cause analysis and problem management efforts.

• Assist with system upgrades, deployments, and IT projects.

• Maintain accurate technical documentation and knowledge base articles.

• Ensure high levels of customer satisfaction across all supported locations.

• Communicate clearly with stakeholders regarding service performance and major incidents.

• Champion ITIL-based service management principles and best practices.

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

• 10+ years of IT support experience, with at least 3+ years in a leadership role.

• Proven experience managing distributed or multi-site teams.

• Strong knowledge of service desk tools and ticketing systems.

• Solid understanding of Windows, macOS, networking fundamentals, and enterprise applications.

• Experience working within ITIL or structured service management environments.

• Demonstrated ability to manage priorities in a fast-paced environment.

• ITIL certification.

• Experience with Microsoft 365, Azure, or AWS.

• Experience supporting a remote or hybrid workforce.

• Strong analytical, reporting, and performance measurement skills.

• Project management experience.

Salary: 160k to 190k