Service Desk Manager

About The Role The Service Desk Manager is responsible for leading the day-to-day operations of the IT Service Desk while also serving as a hands-on technical resource for escalated support issues, projects, and operational initiatives. This individual will manage service delivery, coach and develop support staff, and ensure a high level of customer satisfaction across the organization. This is a “working manager” role requiring both leadership and technical capability. The ideal candidate is comfortable balancing people management, operational oversight, process improvement, and direct technical support responsibilities. Why Arbor? Are you looking for a dynamic career in a lively workplace committed to customer service? We look for team members with enthusiasm and skill to help provide even better experiences and higher-quality homes for our buyers. When it comes to what sets Arbor apart among new home builders, the first answer is our culture. Rather than chasing profits and cutting corners, our team puts quality and customers first. If you are creative and committed to helping people, you will love working with us! What’s In It For You? Base Salary + Bonus Opportunities Advancement Opportunities Exposure to Executive Leadership Team Outings and Company-Sponsored Volunteer Events 4 weeks of Paid Time Off! Access to Health and Life Insurance, 401(k), Paid Parental Leave, Company Discounts, etc. Leadership Academy - Training Programs for Professional Growth. What Will You Be Doing? Service Desk Leadership Manage daily operations of the IT Service Desk, including ticket queues, workload balancing, and service quality. Lead, mentor, and develop Service Desk team members through coaching, training, and performance management. Establish and monitor service levels, response times, and operational metrics. Conduct regular team meetings, one-on-ones, and performance evaluations. Develop and maintain Service Desk procedures, standards, and documentation. Drive a customer-service-focused culture across the IT support organization. Coordinate support coverage schedules, on-call rotations, and escalation management. Technical Support & Operations Serve as an escalation point for complex technical issues involving desktops, laptops, mobile devices, printers, applications, and infrastructure systems. Provide hands-on technical support when necessary, including troubleshooting hardware, software, networking, and account-related issues. Support Microsoft 365, Windows environments, Active Directory, Intune, endpoint management, and related technologies. Assist with system deployments, migrations, onboarding/offboarding activities, and operational IT projects. Participate in patch management, endpoint security, device compliance, and operational maintenance activities. Collaborate with infrastructure, cybersecurity, and application teams to resolve issues and improve services. Maintain accurate ticket documentation, knowledge base articles, and operational procedures. Process Improvement & Reporting Identify opportunities to improve Service Desk efficiency, automation, and user experience. Analyze ticket trends and operational metrics to improve service delivery. Develop reports and dashboards related to Service Desk performance and operational KPIs. Ensure adherence to IT policies, security standards, and compliance requirements. Assist in developing and refining ITIL-aligned support processes including incident, request, problem, and change management. What Will You Bring? Required Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience. 5+ years of IT support or Service Desk experience. 2+ years of leadership or supervisory experience in an IT support environment. Strong technical troubleshooting skills across Windows-based environments. Experience supporting Microsoft 365, Active Directory, Intune, endpoint management, and common business applications. Experience with ticketing systems, remote support tools, and IT service management processes. Strong communication, organizational, and customer service skills. Ability to manage multiple priorities in a fast-paced environment. Preferred Experience in construction, homebuilding, or multi-site operational environments. Familiarity with cybersecurity best practices and endpoint security tools. Experience with: Microsoft Intune Microsoft Defender NinjaOne or other RMM platforms Azure / Entra ID ITIL certification or IT service management experience. Experience managing vendors and third-party support providers. Technical Skills Windows 10/11 Microsoft 365 Administration Active Directory / Entra ID Endpoint Management (Intune) Remote Monitoring & Management (RMM) tools Ticketing Systems Networking fundamentals (DNS, DHCP, VPN, Wi-Fi) Endpoint Security Platforms PowerShell scripting (preferred) Leadership Competencies Team leadership and coaching Customer service orientation Operational accountability Communication and collaboration Problem-solving and decision-making Process improvement mindset Ability to lead by example in a hands-on environment Work Environment Primarily office-based with occasional travel to field or regional offices as needed. Ability to lift and move IT equipment up to 50 pounds. Participation in after-hours support or maintenance activities may occasionally be required. *This is subject to change based on needs or if special circumstances should arrive.* *Arbor Homes is committed to creating an inclusive workplace. Arbor Homes is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.* *Arbor Homes participates in E-Verify* Business Unit - Arbor Homes #J-18808-Ljbffr