IT Service Operations Manager

Service Desk Manager

The Service Desk Manager leads the Service Desk team to ensure reliable, secure, and efficient technology support for Midco team members. They manage the purchase and delivery of hardware, software, and access services, while driving process improvements and automation to enhance team productivity. This leadership role is essential to maintaining operational continuity and aligning IT support with Midco’s strategic goals and values.

Responsibilities:

• Lead, develop, and manage a Service Desk group who is the first line of troubleshooting for IT related issues for Midco team members while executing departmental and company strategies, standards, policies, and procedures.
• Manage hardware and software vendor relationships involving procurement teams when necessary for negotiations.
• Manage and coordinate all Service Desk efforts and activities including but not limited to installation, maintenance and repair of all company provided equipment (computers, phones, and mobile devices) for Midco team members.
• Implement automation and improvements to ensure productive and efficient operation of the team.
• Ensure processes and procedures are implemented for proper tracking of company owned equipment managed by the service desk.
• Ensure working processes and procedures are implemented for proper security rights to Midco team members. This includes new hires, job transfers, reorganizations, and terminations.
• Manage the appropriate purchase and availability of computing hardware and software: ensure positive, productive vendor relationships that support purchasing and problem-solving efforts.
• Manage and ensure quick handling and resolution of service desk issues, outages and incidents.
• Review work completed and in progress for completeness, efficiency, accuracy and adherence to standards.
• Consistently monitor performance for quality and coaching opportunities. Provide training, mentoring for the team and effectively manage disciplinary and/or performance problems.
• Ensure viable backup roles and succession planning are in place for all team members.
• Provide leadership support to internal users of Midco’s key software applications and successfully coordinate efforts with internal and external contacts to promote optimal customer satisfaction.
• Provide timely, comprehensive support to internal customers to achieve resolution to outstanding software application problems or issues.
• Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications:

• Associate degree in computers, technology, or equivalent job experience.
• Strong knowledge and familiarity with network, computer, server, and application best practices.
• Knowledge of the IT field with demonstrated leadership skills.
• Five years of relevant IT experience.
• Minimum of one year of supervisory or management experience.

Preferred Qualifications:

• Experience administering a Microsoft 365 tenant in an IT operation or Service Desk environment, including Entra ID (Azure AD), Exchange Online, Teams, Intune, and user lifecycle management (onboarding, offboarding, access changes).
• Proficiency in cloud applications and collaboration tools.

Work Environment:

• May occasionally be required to reach with hands and arms, stoop, kneel, or crouch.
• Heavy keyboard/mouse usage required ith repetitive movements.
• The noise level in the work environment is moderate.
• May be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

Physical Demands:

• Primarily involves sitting for extended periods while working on a computer, attending meetings, or reviewing reports.
• Frequent use of hands and fingers for typing, writing, and operating standard office equipment (keyboard, mouse, phone, etc.).
• Ability to read detailed information on screens, dashboards, and printed materials; may require prolonged screen time.

Mental Demands:

• Skilled at diagnosing complex technical issues and implementing effective, scalable solutions under pressure.
• Ability to navigate change, managing competing priorities, and leading a team through evolving technologies and organizational needs.
• Ability to inspire and coach team members, foster accountability, and model company values in all interactions.

Benefits Summary:

• Free Midco internet and TV
• Generous 401(k) match and paid time away from work programs
• Midco-provided short and long term disability insurance
• Midco contributions to your HSA
• Programs to support your physical, mental, emotional and financial wellbeing
• And many more