Manager, Service Desk

Manager, Service Desk

A Day in the Life of a Manager, Service Desk (IT)

A Day in the Life of a Service Desk Manager is fast-paced, people-focused, and impact-driven. In this role, you oversee the daily operations of the Service Desk team, ensuring IT service requests and incidents are resolved efficiently and effectively. You coordinate workflows, prioritize incoming requests, and ensure the team delivers consistent, high-quality support that keeps the organization running smoothly.

Beyond daily operations, you lead and mentor a team of service desk professionals, implementing best practices that enhance customer satisfaction and service delivery. You are responsible for maintaining SLAs, tracking and reporting on performance metrics, and collaborating with other IT teams to continuously improve support processes and outcomes. This role is ideal for a leader who thrives in a collaborative environment and is passionate about delivering exceptional IT service.

Responsibilities:

• Own the end-to-end Service Desk experience, supporting laptops, mobile devices, IP phones, printers, AV, Microsoft 365, and business-critical applications
• Lead and empower the IT Service Desk Team, setting priorities, schedules, and best practices to ensure consistent, high-quality support
• Be the front line of technology support, resolving Tier 1-3 incidents with urgency, professionalism, and a customer-first mindset
• Drive operational excellence, managing tickets, meeting SLAs, and ensuring incidents and requests are fully resolved to user satisfaction
• Proactively manage incidents and outages, coordinating escalations, communications, and emergency response across the organization
• Continuously improve service delivery by analyzing trends, reporting on key metrics, and implementing processes and cost-efficiency improvements
• Shape the future of IT by evaluating, testing, and recommending new hardware, software, and service desk technologies
• Create clarity and consistency through strong documentation, knowledge base management, and end-user training
• Collaborate cross-functionally with internal teams and external partners to solve complex technical challenges
• Provide on-call and onsite support when needed, ensuring reliable 24/7 coverage and seamless conference room and guest technology experiences

Experience & Education:

• Bachelor's degree in computer science, Information Technology, or equivalent practical experience
• 8+ years of hands-on experience within a technology organization
• 2+ years in a Service Desk leadership role managing 5-10 employees in a 24/7 environment
• Strong experience with collaboration tools such as Microsoft Teams and Zoom
• Proven experience working in layered security environments (virus protection, MFA, Intune)
• Experience with cloud-based VoIP solutions (RingCentral preferred)