IT Service Desk Manager

Position Summary:

The IT Service Desk Manager is responsible for leading and managing the day-to-day operations of the IT Service Desk to ensure timely, high-quality technical support for associates across the organization. This role oversees the Service Desk team, defines support processes, and ensures service level agreements (SLAs) are met. The Service Desk Manager serves as the primary escalation point for complex technical issues, drives continuous improvement initiatives, and ensures customer satisfaction through effective communication and problem resolution.

Essential Duties and Responsibilities:

• Supervise, coach, and develop Service Desk staff to ensure high performance, professional growth, and effective service delivery.
• Manage day-to-day Service Desk operations, ensuring adherence to SLAs and KPIs.
• Establish, maintain, and enforce incident management, request fulfillment, and escalation procedures.
• Monitoring queues and conducting quality control to improve procedures.
• Evaluate documented resolutions and analyze trends to prevent future problems.
• Point of contact for escalated tickets.
• Ensure timely and effective resolution of incidents, minimizing business disruption.
• Develop and implement best practices, standard operating procedures, and knowledge base articles to improve efficiency and consistency.
• Oversee the use and optimization of IT service management (ITSM) tools and ticketing systems.
• Research, evaluate, and deploy new desktop technology solutions, ensuring consistency with overall technology standards, strategy, and operational requirements.
• Communicate effectively with staff and end users to set expectations, provide updates, and ensure transparency.
• Partner with other IT leaders and business stakeholders to align support services with organizational goals.
• Able to work outside regular business hours approximately 2-3 times per month.
• Other duties as assigned.

Knowledge, Skills, and Abilities:

Technical Skills Required:

• Demonstrated hands-on expertise with desktop productivity and collaboration tools, including Office 365 (Outlook, Word, Excel, SharePoint, OneDrive) and Zoom
• Strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL)
• Familiarity with incident, problem, change, and request management processes.
• Windows OS administration and troubleshooting
• Knowledge of IT infrastructure, networks, operating systems, and end-user technologies
• Analytical and problem-solving skills, with the ability to identify root causes and implement solutions
• Mobile device support (iOS)
• Active Directory and Azure AD
• Experience supporting hybrid and remote users
• HappyFox Experience preferred
• Wireless Technology
• Data security – backup and recovery

Soft Skills Required:

• Proven ability to build, mentor, and inspire high-performing teams in a dynamic IT environment
• Ability to think strategically while also managing day-to-day operations
• Willingness and ability to play multiple roles and adapt quickly
• Open and collaborative team communication
• Strong customer service skills
• Ability to adapt to changing technologies, business needs, and organizational priorities
• Ability to maintain confidentiality and handle sensitive information with discretion
• Ability to manage multiple priorities and meet deadlines
• Strong verbal and written skills
• Experience working with 3rd party vendors and service providers

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred; equivalent work experience will be considered.
• 3–5 years of Service Desk/Help Desk experience in Information Technology; prior experience in a Leadership role is strongly preferred.

Additional Comments:

• The position is based out of our corporate office in Wayne, PA, where we have a hybrid work schedule (Tuesdays, Wednesdays, Thursdays in office with Mondays and Fridays remote); typical hours are 8:00a – 5:00p M-F
• Travel: Occasional local travel, with the possibility of infrequent air travel
• Physical: Must be able to lift and carry equipment weighing up to 25 lbs. Accommodations will be made for those with physical disabilities

AD is proud to be an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. At AD, we support a collaborative and inclusive environment. We value open participation from individuals with different ideas, experiences, and perspectives which we believe make AD a better place to work.