IT Service Desk Manager

PURPOSE:  The IT Service Desk Manager will oversee daily operations of the Service Desk, ensuring reliable and efficient IT support for approximately 250 users across four divisions. This role requires hands-on expertise with ManageEngine Service Desk Plus, leadership in ITIL-based service delivery, and broad technical knowledge spanning Microsoft environments, Dell hardware, RingCentral telephony, and various peripheral technologies. The ideal candidate is a proactive problem solver who can manage a team, implement best practices, and continuously improve service quality.

ESSENTIAL FUNCTIONS:

• LMA - leads, manages and holds accountable all direct reports
• Actively participates in the vetting, selection and onboarding process
• Trains & mentors IT Operations, Infrastructure and Cybersecurity staff
• Conducts regular coaching (formal and JIT)
• Conducts performance reviews and facilitates disciplinary actions as necessary
• Manage and lead the IT Service Desk team, ensuring timely resolution of incidents and service requests.
• Administer and optimize ManageEngine Service Desk Plus for ticketing, workflows, and reporting.
• Ensure service operations align with ITIL principles (incident, request, problem, and change management).
• Oversee support for all IT systems, including:
• Microsoft Windows OS, Office 365, Active Directory, Exchange, Teams, and related software
• Dell desktops, laptops, and accessories
• RingCentral phone systems
• Apple iPads
• Zebra label printers
• Multifunction copiers and scanners

• Act as primary escalation point for complex technical issues.
• Maintain IT documentation, knowledge base, and standard operating procedures.
• Track metrics, analyze trends, and provide regular reports to leadership on service performance and user satisfaction.
• Coordinate with vendors and third-party providers for system maintenance and issue resolution.

• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent combination of certifications and experience.
• 3–5 years of progressive IT support experience, with at least 2 years in a leadership or supervisory capacity.
• Strong knowledge of ITIL principles and service management frameworks.
• Hands-on experience with ManageEngine Service Desk Plus.
• Proficiency with Microsoft Windows, Office 365, Active Directory, and endpoint management.
• Familiarity with Dell hardware, RingCentral, iOS/iPads, and business peripherals.
• Excellent troubleshooting, problem-solving, and communication skills.
• Ability to manage multiple priorities and support a distributed workforce across multiple divisions.
• Strong written and oral communication skills; showing professionalism and attention to detail
• Valid driver license and ability to travel to other Seal & Design facilities
• U.S. citizenship

Preferred Certifications

• ITIL Foundation Certification or equivalent proficiency
• Microsoft Certified: Modern Desktop Administrator Associate (or higher)
• CompTIA certifications (A , Network , Security ) or equivalent proficiency

• ManageEngine or equivalent ITSM tool certifications

Seal & Design rewards our engaged and talented team with competitive salaries and generous, comprehensive benefit packages which include:

· Medical/Dental/Vision Plans

· 401(k) and profit sharing

· Paid Time Off

· Bonuses

· Paid Holidays

· Life Insurance

· Yearly Performance Reviews