Service Desk Manager

Position Summary: The Service Desk Manager is responsible for leading the daily operations of the IT Service Desk, ensuring high-quality technical support and customer service across the organization. This role oversees a team of service desk analysts, manages incident and request workflows, improves support processes, and ensures alignment with ITIL best practices and business objectives. Key Responsibilities: Operational Leadership Manage day-to-day Service Desk operations, ensuring timely resolution of incidents and service requests. Monitor ticket queues, assign priorities, and ensure SLA compliance. Develop, track, and report on service desk performance metrics (e.g., FCR, SLA adherence, customer satisfaction). Implement and optimize ITIL-aligned service management processes. Team Management Lead, mentor, and coach service desk analysts to maintain high performance and engagement. Conduct regular performance reviews and facilitate ongoing training and skills development. Manage staffing schedules and workload distribution. Customer & Stakeholder Engagement Serve as the primary escalation point for service issues. Maintain strong communication with business units to understand support needs and identify improvement opportunities. Ensure a customer-centric culture within the service desk team. Process, Tools & Continuous Improvement Maintain and enhance the knowledge base and documentation. Identify recurring issues and work with technical teams to resolve root causes. Drive automation and improvements in tools, workflows, and service delivery. Support implementation and optimization of ITSM platforms (e.g., ConnectWise Automate, ConnectWise Manage, Auvik, Jira, ConnectSecure, etc.). Governance & Compliance Ensure adherence to security, compliance, and organizational policies. Participate in audits and produce required reporting. Contribute to IT disaster recovery and business continuity plans. Job Requirements: Education & Experience Bachelor’s degree in Information Technology, Computer Science, Business, or related field (or equivalent experience). 2+ years of experience in a service desk, IT support, or technical operations environment. 3+ years of experience in a supervisory or management role within an enterprise IT support environment. Technical Skills Strong understanding of ITIL framework; ITIL Foundation certification preferred. Experience with ITSM tools such as ConnectWise Automate, ConnectWise Manage, Jira, ConnectSecure, Auvik, or similar. Solid knowledge of Windows/Mac operating systems, networking basics, hardware/software support, and enterprise applications. Familiarity with Active Directory, MS365 administration, mobile device management, and remote support tools. Leadership & Soft Skills Excellent customer service and communication skills. Strong analytical, problem-solving, and decision-making abilities. Proven ability to manage and motivate a technical support team. Ability to work under pressure and manage multiple priorities. Strong project management and organizational skills. Preferred Qualifications ITIL or ITSM certifications. Experience in change management and continuous improvement methodologies. Background supporting hybrid/cloud environments (Azure, AWS, Entra, Citrix, etc.). Experience in high-availability or enterprise-scale organizations; Fortune 1000. #J-18808-Ljbffr