Information Technology Service Desk Manager

About the Company

We are seeking a hands-on Service Desk Manager with strong ServiceNow experience to lead and evolve our IT support operations. This individual will oversee day-to-day service desk functions while also driving process improvement, automation, and platform optimization within ServiceNow. The ideal candidate brings a balance of leadership, technical operations, customer service, and ServiceNow administration experience. This role is perfect for someone who understands how to build scalable IT support processes instead of just putting out fires all day like a human helpdesk whack-a-mole machine.

About the Role

Service Desk Leadership

• Manage daily operations of the IT Service Desk team, ensuring high-quality support and timely issue resolution
• Lead, mentor, and develop Service Desk Analysts and support staff
• Establish and monitor SLAs, KPIs, ticket queues, escalations, and overall service performance
• Create a strong customer-service-oriented culture across IT support functions
• Coordinate incident, request, problem, and change management activities
• Act as the escalation point for high-priority issues and critical incidents

ServiceNow Administration & Optimization

• Administer and support the ServiceNow platform, including workflows, forms, catalog items, and automations
• Partner with IT leadership to improve ITSM processes using ServiceNow best practices
• Configure and maintain modules such as:
• Incident Management
• Request Management
• Change Management
• Knowledge Management
• Asset Management (preferred)
• CMDB (preferred)
• Develop dashboards, reporting, and metrics for operational visibility
• Identify opportunities for automation and process improvement within ServiceNow
• Collaborate with technical teams on integrations and platform enhancements

Process Improvement & Operations

• Drive operational maturity and continuous improvement initiatives
• Create and maintain IT support documentation, knowledge articles, and SOPs
• Assist with IT audits, compliance efforts, and reporting requirements
• Support onboarding, offboarding, and end-user technology lifecycle processes
• Partner cross-functionally with infrastructure, security, application, and business teams

Qualifications

• 5 years of IT Service Desk or IT Support experience
• 2 years of leadership or management experience overseeing support teams
• Hands-on experience administering or heavily supporting ServiceNow
• Strong understanding of ITIL principles and ITSM best practices
• Experience managing ticketing systems, escalations, SLAs, and operational metrics
• Excellent communication and stakeholder management skills
• Strong troubleshooting, organizational, and problem-solving abilities
• Experience working in fast-paced enterprise environments

Required Skills

• ServiceNow Administrator Certification
• ITIL Certification
• Experience with ServiceNow integrations, workflows, or scripting
• Experience supporting enterprise environments across multiple locations
• Knowledge of asset management, CMDB, or automation tools
• Experience working with executive leadership and business stakeholders

Preferred Skills

• Technical Environment
• ServiceNow
• Active Directory / Entra ID
• Microsoft 365
• ITSM / Ticketing Platforms
• Endpoint Support Tools
• Knowledge Base & Documentation Platforms

What Success Looks Like

• Improved service desk response and resolution times
• Increased end-user satisfaction
• Better visibility into IT operations and reporting
• Streamlined and automated ServiceNow workflows
• Reduced manual processes and ticket backlog
• Strong collaboration between IT support and infrastructure teams

Pay range and compensation package

• Competitive base salary
• Bonus opportunity (if applicable)
• Health, dental, and vision insurance
• PTO and paid holidays
• Professional development and certification support
• Opportunity to help shape and mature IT operations

Equal Opportunity Statement

We are committed to diversity and inclusivity.