Service Desk Manager

Responsibilities Lead, mentor, and develop a distributed service desk team, driving a culture of accountability, responsiveness, and continuous improvement Manage daily operations including ticket triage, queue management, workload balancing, and priority handling in a high-volume environment Serve as the primary escalation point for high-priority or business-impacting issues, ensuring timely resolution and minimal disruption Oversee performance management, career development, and succession planning within the team Own SLA definition, tracking, reporting, and continuous improvement across all service desk functions Proactively identify SLA risks and drive corrective actions to ensure consistent service performance Establish and operationalize KPIs such as response time, MTTR, first contact resolution, backlog aging, and CSAT Use data and trends to identify bottlenecks, staffing gaps, and service improvement opportunities Collaborate with incident response team Lead the development, standardization, and ongoing refinement of the IT service catalog Establish, maintain, and improve Standard Operating Procedures (SOPs) to ensure consistency, quality, and scalability of service delivery Drive adoption and maturity of ITIL processes including incident, request, problem, change, and knowledge management Ensure consistent ticket quality, categorization, and documentation to support reporting and continuous improvement Identify and implement opportunities to automate repeatable service requests and support tasks Partner with engineering and platform teams to implement automation and self-service capabilities Continuously evaluate tools and processes to improve efficiency, reduce manual effort, and enhance user experience Ensure effective delivery of end‑user support services through standardized, scalable processes Oversee coordination of onboarding, offboarding, and user moves to ensure timely fulfillment of requests Partner with infrastructure and security teams to ensure endpoint standards and compliance requirements are met Maintain visibility into asset‑related workflows to ensure accuracy and efficiency in service delivery Provide leadership or coordination for end‑user related initiatives (e.g., large‑scale device deployments, ERP‑related support readiness) Ensure clear ownership, prioritization, and execution of initiatives that impact service desk operations Partner with IT leadership and business stakeholders to align service performance with business needs Provide regular reporting on service metrics, trends, and improvement initiatives Build strong relationships with end users to ensure a high‑quality support experience Work with vendors and technology partners to improve service delivery, drive automation, and optimize tooling Partner with HR, Finance, Security, and other business units to improve processes, reduce inefficiencies, and support business operations Ensure service desk operations align with company policies, security standards, and regulatory requirements Partner with Security and Compliance teams to mitigate risks related to user access, endpoint security, and data protection Requirements Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience) 5+ years of IT support/service desk experience, including 2+ years in a leadership role Strong experience managing SLAs, KPIs, and service performance in an ITSM environment Solid understanding of ITIL principles and service management processes Experience with ITSM tools such as ServiceNow, Jira Service Management, or similar Strong leadership, communication, and analytical skills #J-18808-Ljbffr