Service Desk Manager

Service Desk Manager at Alliance Defending Freedom Full Time Start Date: Immediate Experience: 5 year(s) or above Remote Job: Yes Telecommute: Yes Sponsor Visa: No Skills IT Service Management Team Leadership Technical Troubleshooting SLA Management ITSM Framework Asset Management Process Improvement Customer Service Remote Support Knowledge Base Management AI-assisted Support Root Cause Analysis Description Make a difference with us! At Alliance Defending Freedom, we believe God has brought you here for His purpose—to stand for truth and defend the God-given right to live and speak it. Together, we protect religious freedom, free speech, the sanctity of life, marriage and family, and parental rights. Review our Statement of Faith to ensure we’re a fit for you. Locations: Scottsdale, AZ / Lansdowne, VA / Dallas, TX Team Overview In this role, you are responsible for managing the Service Desk function and IT Support team across our US and international offices. Our Service Desk team diagnoses, tracks, and resolves Tier 1 & 2 technical issues for the ministry staff, and escalates advanced technical support issues to Security, Infrastructure, and Engineering teams to address. The ideal candidate is someone who excels at leading dispersed teams and not afraid to be hands-on tackling tickets alongside the team. You are passionate about providing excellent customer service to staff members, radiating Christ's character in all interactions. Lastly you are up for the challenge of moving the Service Desk from a reactionary IT function to a strategic department by driving innovation and process improvements. Key Responsibilities Manage and oversee a team of Technical Support Specialists, ensuring the Service Desk team is meeting stated service level agreements (SLAs) with excellence across the organization. Analyze Service Desk activities and develop tools and process improvements to optimize service and team performance, including daily, weekly, and monthly reports on Service Desk productivity. Be the key driver in supporting the ITSM framework and champion Continuous Improvement. Responsible for escalation and follow-up of Service Desk tickets, working to reduce or eliminate recurring tickets. Perform a high level of local support for onsite personnel as well as remote support using remote control tools. Supported platforms include all ministry software, hardware, and network systems. Coordinate with Team Leads, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies. Determine the root cause of problems and identify workarounds or permanent fixes, ensure workarounds and permanent fixes are documented and communicated. Ensure effective and prompt communication throughout the process of all Service Desk cases. Manage and track inventory for assets (PCs, phones, Macs, iPads, etc.) and consumables (cameras, keyboard/mouse, monitors, etc.). Ensure inventory levels (min/max) are being kept and updated per location, and update those levels as needed. Create, update, and enforce the use of standard operating procedures and policies by all team members. Leverage AI-assisted support tools and automation to improve first-contact resolution and reduce average handle time. Maintain, expand, and champion the self-service knowledge base to empower end users and reduce recurring, repetitive tickets. Travel to various US and European offices. As a Team Leader you will: Act as a servant leader by training, encouraging, coaching, and developing your Team Members. Foster a spirit of trust and innovation in your team. Meet regularly with your Team Members to discuss their progress and complete Career Path Discussions. Approve PTO requests, time cards, and expense reports. Minimum Qualifications Bachelor’s degree in computer science, information technology, or a related field or equivalent experience. 5+ years experience in desktop/systems support or IT service management, as well as 2+ years of supervisory experience. Excellent written and verbal communication skills and ability to communicate effectively with end-users in non-technical terms. Proven technical troubleshooting and problem-solving skills. Experience with Microsoft, Linux, Windows and iOS and other common operating systems and software applications. Familiarity with AI-assisted support and productivity tools (e.g., Claude, Copilot, or similar). Ability to assist and/or coach team members and end-users with advanced technical issues. Ability to travel as needed (~10-15%). Preferred Qualifications ITIL Foundation certification preferred Pay & Benefits At Alliance Defending Freedom, we offer a competitive compensation and benefits package to support your well-being and growth. While we do not disclose specific salary ranges, our compensation is competitive with top non-profit law firms. Our benefits include 100% covered medical and dental insurance, medical and dependent care reimbursement, paid disability, long-term care, life insurance, and a 401(k) plan with a 4% company match. We prioritize work-life balance with paid time off and 12 paid holidays each year. This salary range is reflective of a position based in Lansdowne, VA. This range is a good-faith estimate, and the actual salary may vary based on the candidate’s experience, skills, qualifications, and office location. Virginia Salary Range$92,000—$147,900 USD Responsibilities Manage the Service Desk function and IT Support team to resolve Tier 1 and 2 technical issues across US and international offices. Drive the transition of the Service Desk from a reactionary function to a strategic department through innovation and process improvements. #J-18808-Ljbffr Y-Axis