IT Service Desk Manager

It Service Desk Manager

Purpose: The IT Service Desk Manager will oversee daily operations of the Service Desk, ensuring reliable and efficient IT support for approximately 250 users across four divisions. This role requires hands-on expertise with ManageEngine Service Desk Plus, leadership in ITIL-based service delivery, and broad technical knowledge spanning Microsoft environments, Dell hardware, RingCentral telephony, and various peripheral technologies. The ideal candidate is a proactive problem solver who can manage a team, implement best practices, and continuously improve service quality.

Essential Functions:

• Leads, manages, and holds accountable all direct reports
• Actively participates in the vetting, selection, and onboarding process
• Trains and mentors IT Operations, Infrastructure and Cybersecurity staff
• Conducts regular coaching (formal and JIT)
• Conducts performance reviews and facilitates disciplinary actions as necessary
• Manage and lead the IT Service Desk team, ensuring timely resolution of incidents and service requests.
• Administer and optimize ManageEngine Service Desk Plus for ticketing, workflows, and reporting.
• Ensure service operations align with ITIL principles (incident, request, problem, and change management).
• Oversee support for all IT systems, including:
• Microsoft Windows OS, Office 365, Active Directory, Exchange, Teams, and related software
• Dell desktops, laptops, and accessories
• RingCentral phone systems
• Apple iPads
• Zebra label printers
• Multifunction copiers and scanners
• Act as primary escalation point for complex technical issues.
• Maintain IT documentation, knowledge base, and standard operating procedures.
• Track metrics, analyze trends, and provide regular reports to leadership on service performance and user satisfaction.
• Coordinate with vendors and third-party providers for system maintenance and issue resolution.