IT Service Desk Manager

IT Service Desk Manager

The IT Service Desk Manager leads the Service Desk team to ensure high-quality IT support services are delivered to internal users and stakeholders. This role oversees incident management, request fulfillment, problem resolution, and overall user satisfaction with IT services. The manager is responsible for shaping the service strategy, implementing best practices, and optimizing support operations through process improvements and technology enablement.

Essential Functions

• Team Leadership & Management
• Supervise and mentor Service Desk staff, including analysts and technicians.
• Oversee staffing, scheduling, and training to ensure proper coverage and skill development.
• Conduct regular performance reviews and set development goals for team members.
• Service Desk Operations
• Manage the day-to-day operations of the IT Service Desk, ensuring prompt resolution of issues.
• Monitor service levels and KPIs such as First Contact Resolution (FCR), SLA compliance, and ticket backlog.
• Ensure consistent incident, request, and problem management workflows using ITSM tools (e.g., ServiceNow, Jira Service Management).
• Continuous Improvement & Strategy
• Identify trends in service requests to proactively improve services and reduce incident volumes.
• Develop and implement service improvement plans and automation strategies.
• Maintain knowledge base and self-service tools to empower end users.
• Stakeholder Engagement
• Act as a point of escalation for complex or high-impact issues.
• Collaborate with other IT departments (infrastructure, applications, cybersecurity) to resolve systemic issues.
• Communicate support trends, incidents, and performance metrics to senior management.
• Compliance & Documentation
• Ensure adherence to internal policies and external compliance requirements (e.g., SOX, GDPR).
• Maintain accurate records of incidents and resolutions for auditing and reporting purposes.

Supervisory Responsibility

• Leadership and team development
• Excellent customer service and communication skills
• Analytical thinking and problem solving skills
• Process orientation and attention to detail
• Change management and organizational awareness

Education and Experience

• Bachelor's degree preferred.
• 5+ years experience in IT Support, with at least 2 years in a supervisory or managerial role
• Proven experience with macOS, jamf, Windows, Office 365 applications, MS Teams
• Demonstrated excellent troubleshooting skills for hardware & software related issues.
• Strong knowledge of ITIL framework and service management best practices
• Experience with ticketing and ITSM platforms (e.g., Jira, ServiceNow, Zendesk)
• Expert domain knowledge and technical skills.
• Ability to prepare & provide reports.
• Should be able to present papers to Sr. management.
• Strong organizational skills.
• Superb verbal and written communication skills.
• Experience managing remote or hybrid teams
• Proficient in handling multiple tasks.
• Quick to identify, understand and provide resolution to issues.

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world's leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.