Job Description

About the IT Service Desk Manager 

*Hybrid - 3-4 days/week

Are you a seasoned IT support leader ready to take ownership of an enterprise Service Desk operation? This is a high-visibility opportunity to shape the end-user support experience at a well-established organization with a strong track record of investing in its people and promoting from within.

What You'll Own:

Team Leadership & Development Build a high-performing Service Desk team through hands-on coaching, targeted performance management, and proactive identification of training opportunities driven by real escalation data.

Day-to-Day Operations Oversee multi-channel support delivery — including in-person, phone, email, chat, and ticketing systems — ensuring SLAs are consistently met and end users receive exceptional service.

Metrics & Reporting Own Service Desk KPIs: first-call resolution rates, ticket aging, CSAT scores, and operational efficiency. You'll deliver regular dashboard updates to IT leadership and use the data to tell a story of continuous improvement.

Escalation Management & Process Improvement Take charge of Tier 2 and Tier 3 escalations, identify incident patterns, and close the loop by improving processes, procedures, and knowledgebase content to reduce repeat issues.

Knowledgebase & Documentation Champion a living, practical knowledgebase that empowers analysts to resolve issues at first contact — keeping documentation current, comprehensive, and actually useful.

Cross-Functional Partnership Bridge the gap between the Service Desk and the broader IT organization, building strong working relationships across all technical domains and representing the team in company-wide initiatives.

Quality & Continuous Improvement Drive QA adherence, refine support processes, and consistently elevate the customer experience for both technical and non-technical users.

What You Bring:

• Bachelor's degree in Computer Science, MIS, or a related field
• 7–10+ years of progressive IT support experience, with demonstrated leadership or team management
• Solid background with enterprise desktop and mobile environments and Service Desk troubleshooting methodologies
• Strong communicator — equally effective with technical teams and business stakeholders
• Analytical mindset with the ability to translate KPI data into operational decisions
• Comfortable working under pressure, juggling priorities, and driving results
• Professional, collaborative, and proactive — with a track record of keeping leadership informedBonus Points:

• ServiceNow experience
• ITIL certification or other recognized IT support/helpdesk leadership credentials

• Annual Bonus Program
• Low cost medical, dental premiums
• Very generous Paid Time Off 
• 401K match plus additional Company Funded Retirement Savings Account (even if you don't contribute to 401K)
• Leadership training program
• Management that is dedicated to your career success and flexible when life happens
• Positive/collaborative work culture
• Stable industy that is growing - no history of workforce reductions