Manager, IT Enterprise Service Desk

Overview

Great Day Improvements - Manager, IT Enterprise Service Desk (On-site Cincinnati Area)

Company Overview

In the 13 years since its founding, Great Day Improvements, LLC has grown rapidly toward its vision of becoming one of the largest home improvement companies in the U.S. Headquartered in Twinsburg, Ohio, Great Day Improvements is a $1.5 billion, vertically integrated, direct to consumer provider of premium home improvement products.

With an expanding workforce of more than 4,800 employees across 130 metropolitan markets throughout the US, Great Day Improvements ranks among the top home improvement companies nationwide and one of the fastest growing private companies in America.

Technology is central to how Great Day Improvements operates and serves its employees and customers. The Enterprise Service Desk Manager plays a critical role in ensuring reliable, high quality technology support across the enterprise. This leader sets the standard for service excellence, builds trust with internal customers, and drives disciplined, measurable service delivery using Freshservice as a core operational platform.

Job Summary

As the Enterprise Service Desk Manager, you will be responsible for leading and continuously improving enterprise-wide service desk operations. This role owns day-to-day service delivery, service desk performance, team development, and the internal customer experience.

The role requires a hands-on leader with a working understanding of how to configure ticketing system platforms and who uses data, KPIs, and operational discipline to deliver consistent, high-quality support. Success in this role is defined by predictable outcomes, engaged teams, and a service desk that internal customers trust and respect.

Location: Cincinnati, OH (On-site)

Pay Range: $80,000.00 - $90,000.00

Responsibilities

Service Desk Operations and Excellence

• Lead and manage a large-scale enterprise service desk supporting multiple brands and locations.
• Define and uphold a clear standard of excellence for service delivery, communication, and ownership.
• Ensure consistent, high-quality support across incidents, requests, and escalations.
• Drive operational discipline while maintaining a strong service-oriented mindset.

IT Ticketing System Platform Ownership

• Own and actively manage the Ticketing system platform, including workflows, SLAs, queues, automations, reporting, dashboards, and knowledge management.
• Use Ticketing system data to drive daily operations, performance coaching, and continuous improvement.
• Optimize self-service, automation, and knowledge articles to reduce friction and repeat work.
• Ensure the platform is configured to support scale, transparency, and measurable outcomes.
• Govern and administer asset and software management within the ticketing system platform, ensuring accurate lifecycle tracking and operational consistency.
• Ensure consistent execution of provisioning and deprovisioning processes by the service desk team, including access changes, asset assignment, and timely removals.

Performance Management and KPIs

• Define, track, and improve service desk KPIs including SLA attainment, first contact resolution, backlog health, ticket aging, CSAT, and trend drivers.
• Use metrics to coach performance, improve behavior, and strengthen service quality.
• Establish operating rhythms such as daily stand-up, weekly performance reviews, and improvement cycles.

Team Leadership and Development

• Build, coach, and develop a strong service desk team focused on accountability, ownership, and customer service.
• Create a positive, energized team environment that promotes morale, collaboration, and continuous learning.
• Set clear expectations, provide timely feedback, and recognize strong performance.
• Develop talent pipelines and growth paths within the service desk team.

Stakeholder and Cross Functional Collaboration

• Partner closely with infrastructure, security, enterprise applications, data & intelligence, and business teams to ensure effective escalation and resolution.
• Communicate clearly and proactively with stakeholders during incidents and service disruptions.
• Build trust and credibility with internal customers and technology partners.

Resource Management

• Manage service desk staffing models, schedules, and resource allocation to meet demand.
• Own and drive service desk resource optimization.
• Ensure standards, policies, and best practices are consistently followed across support operations.

Qualifications

Required

• Bachelor’s degree in computer science, Information Systems, or related discipline, or equivalent experience.
• 5 years of hands-on experience with IT Ticketing system and IT Service Management (ITSM) Frameworks, in an enterprise environment, Freshservice experience preferred.
• 5 years’ experience administering Microsoft 365 including policies and governance.
• 5 years’ experience in ITSM or enterprise IT operations.
• 3 years’ experience with MDM or RMM solutions. NinjaOne experience preferred.
• 1 years’ experience with IT Ticketing system configuration including workflows, SLAs, automations, reporting, dashboards, and knowledge management preferred (Freshservice Experience Plus).
• Analytical mindset with strong proficiency in service performance metrics.
• Strong, engaging leader with excellent communication and stakeholder management skills.

Preferred

• Certifications in ITIL.
• 5 years of customer service experience in IT or retail environment.
• Proven track record managing large scale service delivery teams.
• Ability to manage and optimize resources.

Competencies

• Service Excellence: Sets a high bar for quality, consistency, and customer experience.
• Execution and Accountability: Delivers predictable outcomes and follows through.
• Operational Discipline: Builds structure, clarity, and reliability into daily operations.
• People Leadership: Develops, motivates, and energizes teams.
• Data Driven Decision Making: Uses KPIs to improve performance and behavior.
• Influence without Authority: Builds trust and alignment through credibility and communication.

Success Measures

• Consistent achievement of service desk SLAs and KPIs
• Implementation of logic-driven service desk automations that streamline and reduce manual ticket triage.
• Improved internal customer satisfaction and trust.
• High team engagement, morale, and retention.
• Reduced repeat incidents and ticket backlog.
• Effective use of Freshservice as a core operational platform.
• A service desk that is recognized as a reliable, customer-focused partner to the business.

GDI is an Equal Employment Opportunity Employer

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