Information Technology Service Desk Manager

We are seeking an experienced and service-oriented IT Service Desk Manager to lead and oversee our IT Service Desk operations. This individual will be responsible for ensuring the delivery of high-quality technical support, managing day-to-day service desk activities, developing team capabilities, and driving continuous improvement across IT support services.

The ideal candidate is a strong leader with a customer-first mindset, excellent communication skills, and a solid technical background. They will be responsible for ensuring timely resolution of IT incidents and service requests while maintaining high levels of employee satisfaction, operational efficiency, and service delivery standards.

Key Responsibilities

Service Desk Leadership & Operations

• Manage and oversee daily IT Service Desk operations, ensuring timely and effective resolution of incidents and service requests.
• Lead, mentor, and develop the Service Desk team, establishing clear performance expectations and accountability.
• Develop, implement, and maintain service desk policies, procedures, workflows, and escalation processes.
• Ensure appropriate staffing, scheduling, and resource allocation to support business needs.
• Serve as the escalation point for complex technical issues and critical incidents.

IT Service Management

• Oversee incident, problem, request, and change management processes in alignment with ITIL best practices.
• Monitor service desk performance against established SLAs and KPIs.
• Identify recurring issues and implement proactive solutions to reduce ticket volume and improve service quality.
• Develop and maintain knowledge base documentation, standard operating procedures, and end-user support resources.
• Drive continuous improvement initiatives to enhance service delivery and operational efficiency.

Technical Support & Infrastructure

• Oversee end-user support for hardware, software, operating systems, applications, mobile devices, and network connectivity.
• Ensure effective support for Microsoft 365, Active Directory / Entra ID, endpoint management, and other enterprise technology platforms.
• Partner with infrastructure, security, applications, and other IT teams to resolve technical issues and support business initiatives.
• Ensure proper onboarding and offboarding processes, including user access provisioning and equipment management.
• Support IT asset management, software deployment, patching, and endpoint lifecycle activities.

Customer Experience & Stakeholder Management

• Promote a customer-focused culture that prioritizes responsiveness, communication, and employee satisfaction.
• Build strong working relationships with business stakeholders and department leaders.
• Communicate service disruptions, major incidents, and resolutions effectively to impacted users.
• Identify opportunities to improve the overall employee technology experience.

Reporting & Performance Management

• Establish and report on key service desk metrics, including ticket volume, response times, resolution times, SLA compliance, backlog, and customer satisfaction.
• Analyze service desk trends and provide recommendations to IT leadership.
• Conduct regular team performance reviews, coaching sessions, and training initiatives.
• Ensure the team remains current on technology, security standards, and support best practices.

Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred, or equivalent professional experience.
• Fluency in English and Spanish
• 5 years of experience in IT support, service desk, or IT operations.
• 2 years of experience managing or leading an IT support or service desk team.
• Strong understanding of ITIL principles and IT Service Management processes.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, or similar tools.
• Strong knowledge of Microsoft 365, Active Directory / Entra ID, Windows environments, endpoint management, and general IT infrastructure.
• Experience managing SLAs, KPIs, service desk reporting, and performance metrics.
• Demonstrated ability to manage escalations, prioritize competing demands, and lead teams in a fast-paced environment.
• Excellent communication, organizational, analytical, and problem-solving skills.