Service Desk Manager

This is a permanent opening and is 100% onsite.

OVERVIEW:

The Service Desk Manager is responsible for leading, developing, and continuously improving the Service Desk function to deliver exceptional technology support and a positive user experience across the company. This role combines operational leadership, process ownership, and strategic alignment to ensure service delivery meets business needs, compliance requirements, and modern IT service management standards.

The Service Desk Manager establishes and refines the processes, tools, workflows, and methodologies used by Service Desk team members, while fostering a culture of accountability, professionalism, and continuous improvement. Developing the skills and capabilities of Service Desk personnel is a core responsibility of this role.

This position plays a critical role in ensuring technology services are reliable, secure, scalable, cost-effective, and aligned with best practices such as ITIL 4 and HDI standards.

KEY RESPONSIBILITIES:

• Provide day-to-day leadership, guidance, coaching, and performance management to Service Desk team members.
• Drive a customer-centric culture focused on professionalism, responsiveness, and accountability.
• Ensure appropriate workload distribution, staffing coverage, and on-call scheduling to meet business needs.
• Lead the Service Desk hiring process, with the final approval from the Director of Technology Operations.
• Own and continuously improve core ITSM processes including Incident Management, Request Fulfillment, Knowledge Management, Major Incident Management, and Problem Management.
• Ensure all Service Desk operations align with ITIL 4 best practices and continuous improvement initiatives.
• Develop and enforce standardized escalation, communication, and incident response protocols.
• Leads and communicates major system outages to management, customers, IT providers, and partners, acting as the Incident Commander to direct response efforts and ensure timely resolution
• Define, track, and report key performance indicators (KPIs), including but not limited to SLA compliance and Team Member Satisfaction.
• Use data to drive service improvements and operational efficiency.
• Works with IT team to onboard applications and systems into the organization team to provide daily maintenance and support.
• Oversees and manages the Service Desk incidents for proper assignment, escalation and customer communication.
• Works with IT team to identify and eliminate persistent and recurring issues.
• Works within established IT processes to procure hardware and tools, support events (boat shows) and support Store requests.
• Partner with Cybersecurity and Compliance teams to ensure secure handling of access requests, credentials, and security-related incidents.
• Ensure Service Desk processes align with SOX, ITGC, and ITAC controls, supporting audit readiness and evidence collection requirements.
• Maintain and expand the Service Desk knowledge base to enable self-service and reduce repeat incidents.
• Lead initiatives to implement automation and workflow optimization to improve efficiency and user experience.
• Support procurement processes related to hardware, software, and service desk tools.
• Manage technology requests for store locations and remote environments, including repair, add, move, and change requests.
• Maintain technical expertise and stay current on emerging technologies, service management practices, and security trends to continuously improve service delivery and team capability.
• Manage vendor and third-party service providers, maintaining strong relationships and ensuring adherence to SLAs and service quality standards.
• Maintains exceptional communications with the organization’s leadership, customers and team members.
• Maintains appropriate documentation, processes and procedures for efficient Service Desk function.
• Works within overall IT department objectives.
• Availability for occasional work outside normal business hours.
• Occasional travel may be required.
• Occasional heavy lifting maybe required.
• Performs other duties as assigned.

KEY SKILLS:

• Bachelor’s degree preferred but not required; equivalent experience will be considered.
• Minimum of 5 years of experience as a Service Desk Manager or senior Service Desk Lead with direct responsibility for service delivery and team leadership.
• Strong customer communication, engagement, and leadership capabilities.
• Demonstrated ability to lead, motivate, and develop teams, with prior supervisory experience and proven decision-making skills.
• Excellent verbal and written communication skills with the ability to engage both technical and non-technical stakeholders.
• Strong analytical and problem-solving abilities with a results-oriented mindset.
• Excellent organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Ability to effectively prioritize tasks and distinguish between urgent and important issues.
• Strong hardware and software troubleshooting expertise in an enterprise environment.
• Proficiency in Microsoft technologies and modern workplace solutions.
• Working knowledge of information technology security practices and solutions, with the ability to apply them within service operations.