Service Desk Manager

As a Service Desk Manager , you will lead our global Service Desk team. The ideal candidate will have 3+ years of progressive experience in IT management, with a strong focus on service delivery, team leadership, and process optimization. This hybrid role is crucial for ensuring the support of our user base on a global scale. The manager will report to the Director of Information Technology, and be responsible for leading a diverse team, supporting key projects, and maintaining high service levels. Key Responsibilities Team Leadership & Management: Lead, mentor, and manage a small team of IT professionals located in multiple regions around the world Conduct performance reviews, provide constructive feedback, and support the professional development of team members Foster a collaborative and positive team environment that encourages innovation and problem-solving Global Operations & Support Develop and implement global IT support solutions, documentation, and best practices Oversee day-to-day IT support operations, including incident and request management, asset management Participate in end user support and global asset shipping and receiving, serving as team escalation point Analyze service performance metrics and KPIs to identify areas for improvement and implement data-driven solutions Identify bottlenecks or infrastructure issues and elevate to appropriate teams where necessary Participate in an on‑call rotation to provide 24x7 emergency coverage Typically 2 days in office each week for on‑site support and coverage Project Management: Lead and participate in deploying strategic IT projects Develop project plans, allocate resources, and communicate progress to stakeholders Job Requirements and Preferred Skills Experience: 5+ years of progressive experience in IT, with at least 3 years in a management or lead role Global Team Management: Proven experience managing geographically distributed teams, including understanding cultural differences and communication challenges Scripting: Hands‑on experience with a scripting language (i.e. PowerShell, Python, JavaScript) Technical Skills: Working knowledge of networking, Active Directory Slack administration Google workspace administration Strong background in supporting a mixed environment of Windows and Mac end user devices (SCCM / Jamf respectively) Azure / Entra user administration experience Experience with IT security principles and best practices Soft Skills: Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts to a non‑technical audience Strong analytical and problem‑solving abilities Preferred Skills: ITIL or PMP certification ServiceNow experience Jira / Confluence administration Compensation The salary range for this position is $90,000 - $100,000 Accommodations Applause is a place where everyone belongs and where we believe everyone deserves the exceptional. We continue to celebrate diversity and are committed to creating an inclusive, equitable environment for our employees. If you believe you require a reasonable accommodation under any of the legally protected characteristics, please click here to complete an accommodation request. Please note, Applause will only review requests for applications that have been submitted. We will review your qualifications and follow up with you regarding your request if your qualifications meet our current needs. #J-18808-Ljbffr