IT Service Desk Manager

Job Overview The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a team of IT service desk technicians and support analysts. This role ensures high-quality, efficient support across a large, global enterprise by improving incident resolution, user satisfaction, service performance, and process maturity. The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a team of IT service desk technicians and support analysts. This role ensures high-quality, efficient support across a large, global enterprise by improving incident resolution, user satisfaction, service performance, and process maturity. Reporting to the Global IT & Cyber Security Manager, this position owns service levels and performance metrics, Jira Service Management administration, knowledge and self-service capabilities, ITIL-aligned incident, problem, and change practices, asset and endpoint management processes, vendor performance, escalations, and operational reporting. This is a full-time, on-site position at Evapco's corporate headquarters in Taneytown, Maryland. Very infrequent travel may be required. Key Responsibilities Service Desk Leadership & Team Development Lead, schedule, coach, and mentor a team of service desk technicians and support analysts, fostering a customer-first, continuous-improvement culture Own performance management activities, including goal-setting, regular one-on-one meetings, professional development planning, and constructive feedback Manage staffing coverage and shift scheduling to provide consistent support availability across global time zones as needed Service Delivery & Performance Management Define, monitor, and continuously improve key performance indicators and service level agreements, including first-call resolution, ticket aging, and customer satisfaction Analyze service trends, recurring issues, and root causes to improve resolution times and the overall end-user experience Use operational data and customer feedback to prioritize service improvements and align support delivery with business goals ITSM Platform, Knowledge & Self-Service Serve as the business owner and administrator for IT Service Management system, including queue configuration, workflows, automation, and reporting dashboards Maintain and enhance the knowledge base and end-user self-service capabilities to reduce avoidable tickets and empower users Drive strategic initiatives to modernize service desk tools, processes, and support capabilities Incident, Problem & Change Management Manage incident, problem, and change management lifecycles in alignment with ITIL best practices Coordinate escalations, major incident response, stakeholder communications, and post-incident reviews Identify corrective actions and process improvements that drive lasting resolution and greater service maturity Asset, Endpoint & Device Management Oversee IT asset management (ITAM) and mobile device management (MDM) processes, ensuring accurate inventory, lifecycle tracking, and compliance Partner with security and infrastructure teams to ensure endpoints are provisioned, patched, and managed to corporate standards Support consistent processes for device deployment, replacement, transfer, recovery, and retirement Vendor, Escalation & Stakeholder Management Manage relationships with third-party vendors and service providers and hold them accountable to contractual service levels Serve as the primary escalation point for complex, high-impact, or business-critical support issues Communicate service status, initiatives, risks, and outcomes effectively to technical and non-technical stakeholders Reporting & Communication Produce clear, actionable performance and operational reports for IT leadership and business stakeholders Present service trends, performance results, improvement plans, and recommendations in a concise and business-focused manner Required Qualifications Bachelor's degree in Information Technology, a related technical or business discipline, or equivalent professional experience Five or more years of experience in a Service Desk Manager or equivalent IT support leadership role Demonstrated experience leading, coaching, and developing technical support teams in an enterprise environment Strong working knowledge of ITIL service management practices Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical audiences Customer-focused, performance-driven approach with strong problem-solving, reporting, and stakeholder management skills Preferred Qualifications No certifications are required for this role. Relevant industry certifications are considered a plus, including: ITIL 4 Foundation or higher HDI Support Center Manager or HDI Support Center Team Lead CompTIA A+, Network+, or Security+ Microsoft 365, Modern Desktop, Endpoint Administrator, Azure, or Identity and Access certifications PMP, CAPM, Agile, or Scrum credentials Key Skills & Competencies Service Desk Operations & Team Leadership ITIL Service Management Incident, Problem & Change Management ServiceNow, Freshservice, Jira Service Management, or other ITSM Platform Administration Knowledge Management & End-User Self-Service Microsoft 365 Administration & Support Microsoft Entra ID, Microsoft Intune, Windows & Active Directory Microsoft Power Automate & Power Apps IT Asset Management (ITAM) & Mobile Device Management (MDM) Service Level, KPI, CSAT & Operational Reporting Vendor Management, Escalation Management & Stakeholder Communication Evapco’s Summary of Pay & Benefits The salary range consists of base pay and most recent profit sharing bonus amounts Medical, Vision, & Dental Insurance Employee Stock Ownership Program – we are an employee-owned company Profit Sharing Bonus – which is paid twice per year (k)larity Plan - Voluntary Employee Retirement Savings Plan Paid Holidays Paid Vacation Paid Maternity and Paternity Leave Bereavement Pay Company Paid Basic Life Insurance equivalent to base salary, with option for Supplemental Life election Paid Sick Leave Long Term Disability #J-18808-Ljbffr Evapco