What are the responsibilities and job description for the Service Desk Manager position at RedStream Technology?
Service Desk Manager
Bartlett, Tennessee
Contract, On -Site
Our client is seeking a senior-level Service Desk Lead to oversee day-to-day end user support operations within a fast-paced enterprise environment.
Experience working with ITIL processes and service desk technologies and methodologies are important.
This individual will serve as a technical escalation point for the support team while helping drive operational efficiency, white-glove customer service, process improvement, and overall service delivery across desktop, mobile, collaboration, and conference room technologies.
The ideal candidate will bring a strong combination of hands-on technical support experience, team leadership, executive support exposure, and modern endpoint management expertise.
*Requires one week a month, of traveling to NJ site.*
Responsibilities:
- Lead daily Service Desk and Desktop Support operations in a high-touch enterprise environment
- Serve as the primary escalation point for complex Level 2-3 technical issues
- Support and mentor junior support staff while helping improve overall team performance and service delivery
- Provide white-glove support to executives and senior leadership
- Manage and troubleshoot Windows, macOS, mobile devices, and collaboration technologies
- Support Active Directory, Microsoft 365, Entra ID/Azure AD, Intune, and endpoint management initiatives
- Oversee laptop imaging, onboarding/offboarding, hardware deployment, and asset lifecycle management
- Support conference room and AV technologies including Microsoft Teams Rooms, WebEx, and Zoom
- Partner with infrastructure, networking, security, and engineering teams on escalated issues and rollout initiatives
- Create and maintain technical documentation, knowledge base articles, and support procedures
- Contribute to process improvement initiatives focused on service quality, ticket reduction, and operational efficiency
- Track and manage incidents, service requests, and SLAs through ITSM platforms such as ServiceNow
Qualifications:
- 7 years of Desktop Support, Service Desk, or End User Support experience within an enterprise environment
- Prior experience serving as a lead, senior escalation resource, or mentor within a support organization
- Strong experience with:
- Active Directory / Entra ID
- Microsoft 365
- Intune / endpoint management
- Windows and macOS environments
- Laptop imaging and deployment
- ITSM platforms such as ServiceNow
- Experience supporting conference room and AV technologies
- Strong troubleshooting, communication, and customer service skills
- Experience supporting executives and high-profile end users preferred
- Ability to operate effectively in fast-paced, high-visibility environments
Preferred Experience:
- Financial services, media, sports, retail, or enterprise corporate environments
- Office 365 migrations or large-scale endpoint rollouts
- Teams Rooms / collaboration platform administration
- Basic networking and infrastructure troubleshooting exposure
- ITIL certifications are preferred
- Bachelors Degree is a strong plus