IT Service Desk Manager

The manager serves as the primary point of escalation for complex issues, coordinates with infrastructure, applications, and data teams, and ensures incidents, service requests, and problems are resolved within agreed service levels. They are responsible for ensuring proper development and maintenance of knowledge base resources, optimize workflows through automation and reporting, and monitor performance metrics to identify trends and opportunities for process improvement.

The IT Service Desk Manager is responsible for overseeing the day-to-day operations of the IT Service Desk, ensuring the delivery of high-quality technical support and customer service to end users. This role manages a team of service desk technicians, analysts and leads, sets performance standards, and drives continuous improvement in service delivery aligned with ITIL best practices.

• Visit company locations to evaluate technology needs, provide support, and gather user feedback on IT services.
• Technology and ToolsAdminister and optimize ITSM platform.Collaborate with infrastructure and application team to resolve systemic issues.Drive automation efforts for Support onboarding/offboarding processes and asset lifecycle management.
• Field Engagement:Visit company locations to evaluate technology needs, provide support, and gather user feedback on IT services.Own startup and shutdown process for remote job sites, ensuring timely deployment and decommissioning of IT services. Coordinate the provisioning of network connectivity, hardware, and access to corporate resources to enable seamless operations for remote users. Work closely with operations and infrastructure teams to ensure readiness and compliance with IT standards.
• Drive automation efforts for
• Develop and maintain knowledge base articles and support documentation
• Identify opportunities to automate routine tasks and workflows to improve team efficiency.
• Work closely with operations and infrastructure teams to ensure readiness and compliance with IT standards.
• Ensure timely resolution of technical issues and service requests.
• Champion user satisfaction through proactive communication and service quality.
• Implement automation within ITSM tools to streamline ticket routing, escalation, and resolution
• Manage the day-to-day operations of the IT service desk.
• Lead, mentor, and develop a team of service desk technicians, analysts, and leads.
• Operational ExcellenceManage the day-to-day operations of the IT service desk.Ensure timely resolution of technical issues and service requests.Develop and maintain knowledge base articles and support documentation
• Coordinate the provisioning of network connectivity, hardware, and access to corporate resources to enable seamless operations for remote users.
• Manage staffing, scheduling, and performance evaluations
• Serve as the escalation point for complex or high-impact issues
• Ensure adherence to ITIL standards and drive process improvements.
• Foster a culture of accountability, collaboration, and customer-centricity.
• Own startup and shutdown process for remote job sites, ensuring timely deployment and decommissioning of IT services.
• Develop and monitor SLAs, KPIs, and service metrics to ensure high performance and compliance.
• Use automated surveys and feedback tools to measure and improve customer satisfaction.
• Customer ExperienceServe as the escalation point for complex or high-impact issuesChampion user satisfaction through proactive communication and service quality.Conduct regular service reviews and feedback sessions with stakeholders.Use automated surveys and feedback tools to measure and improve customer satisfaction.
• Support onboarding/offboarding processes and asset lifecycle management.
• Leadership and ManagementLead, mentor, and develop a team of service desk technicians, analysts, and leads.Manage staffing, scheduling, and performance evaluationsFoster a culture of accountability, collaboration, and customer-centricity. Identify opportunities to automate routine tasks and workflows to improve team efficiency.
• Administer and optimize ITSM platform.
• Collaborate with infrastructure and application team to resolve systemic issues.
• ITSM and ITIL Process OwnershipOversee incident, request, problem, and change management processesEnsure adherence to ITIL standards and drive process improvements.Develop and monitor SLAs, KPIs, and service metrics to ensure high performance and compliance.Implement automation within ITSM tools to streamline ticket routing, escalation, and resolution
• Oversee incident, request, problem, and change management processes
• Conduct regular service reviews and feedback sessions with stakeholders.

The IT Service Desk Manager also partners with both internal and external teams to understand evolving technology needs, translates them into service improvements, and fosters a customer-focused culture within the IT organization. This position requires strong leadership, technical expertise, and the ability to balance operational excellence with strategic planning.

• Experience implementing automation in service desk operations, including scripting, workflow design, and tool integration.
• HDI Support Center Manager or similar service desk leadership certification
• Strong understanding of ITIL v4 principles and ITSM frameworks.
• Experience in training and coaching service desk staff, including performance management and career development.
• ITIL v4 Intermediate or Managing Professional
• Project management skills, including planning, execution, and stakeholder coordination.
• Experience managing IT support for 2,000+ end users across multiple locations or business units.
• Proven success in developing and executing process improvement initiatives to enhance service delivery and operation efficiency.
• Hands-on experience with ITSM platforms such as Freshservice, ServiceNow, or Jira, as examples.
• Strong written and verbal communication skills.
• Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, Finance, or a related field
• Preferred Certifications:ITIL v4 Intermediate or Managing ProfessionalMicrosoft Certified: Modern Desktop Administrator AssociateHDI Support Center Manager or similar service desk leadership certification
• Demonstrated experience implementing and managing ITIL-based processes (incident, problem, change, request fulfillment)
• In-depth experience with enterprise IT environments, including Active Directory, Microsoft 365, endpoint management, and remote support tools.
• Experience in developing and reporting on SLA’s, KPIs, and customer satisfaction metrics.
• People management skills, including team development, coaching, and performance management.
• Ability to manage multiple priorities and work under pressure.
• Relevant certifications, such as PMP or ITIL V4 Foundation are advantageous.
• Microsoft Certified: Modern Desktop Administrator Associate
• Proficiency in Windows, iOS, network fundamentals, and common enterprise applications.
• Excellent technical troubleshooting and problem-solving skills.
• Experience with scripting and automation tools ( e.g., ITSM tool workflows, PowerShell, Python).
• 8-10 years of IT experience, including 3+ years in a leadership role.