What are the responsibilities and job description for the Information Technology Service Desk Manager position at firstPRO, Inc?
We’re looking for a hands-on leader to run our day-to-day end-user support function. This person will guide a team of analysts, own the queue, and jump in on hairy escalations when needed. You’ll tune processes, watch the right numbers, and keep support outcomes aligned with what the business actually needs.
Responsibilities
- Lead, mentor, and upskill service desk analysts; set expectations and coach for consistent, high-quality customer care.
- Orchestrate daily operations across incidents, requests, changes, and knowledge—using an ITSM platform (e.g., ServiceNow or similar).
- Act as the final escalation point for complex/priority issues; coordinate cross-team swarms to drive timely resolution.
- Define, track, and report KPIs/SLAs (first response, time to resolve, CSAT, backlog health); use trends to prevent repeat problems.
- Standardize and improve workflows, routing rules, and categorization to reduce handle time and boost first-contact resolution.
- Partner with infrastructure, security, and application teams to deliver seamless support for endpoints, accounts, and core services.
- Maintain clear runbooks/knowledge articles; ensure policy compliance for incident, change, access, and audit requirements.
- Plan ahead—capacity, shift coverage, on-call rotations, and communications for maintenance or major events.
Requirements
- Bachelor’s degree in IT/CS or equivalent experience.
- 5 years in end-user support with 3 years leading a help/service desk team.
- Practical command of ITSM practices and tooling (ServiceNow or comparable), including incident, request, change, and knowledge management.
- Proven escalation management and troubleshooting chops across Windows/Mac endpoints, O365, identity/access, and common business apps.
- Metrics-driven mindset with the ability to build dashboards, interpret data, and action continuous improvements.
- Clear, calm communicator who can influence across technical and non-technical stakeholders.
- Nice to have: experience with patch/upgrade cycles, end-user training programs, and familiarity with security/identity tools (e.g., SailPoint or similar).