Manager, IT Service Desk
Time type: full time
Posted on: August 28, 2025
Job requisition id: R5314
What we need
We are looking for a Manager of the IT Service Desk to join our Service Desk team within our Corporate IT organization. Your job will be to lead the day-to-day operations of the Service Desk, ensuring timely resolution of incidents, problems, and requests while driving continuous improvements in user satisfaction. This role will be responsible for managing a team of Service Desk Analysts, monitoring service levels, and implementing best practices to improve IT support delivery.
What we do
The IT Service Desk team is part of the Corporate IT organization which is responsible for providing reliable, secure, and efficient technology services to employees across the company. Our team supports a wide range of hardware and software platforms while ensuring users can focus on delivering innovative solutions. The Service Desk team is the front line of IT support, ensuring our workforce has the tools, access, and assistance they need to perform their roles effectively.
What you’ll do
Manage and schedule Service Desk staff to provide proper coverage and workload balance.
Monitor and ensure timely resolution of incidents and service requests, meeting defined SLAs.
Handle escalations and act as the point of contact for complex support issues.
Conduct regular team meetings, coaching, and performance reviews to foster staff development.
Analyze service desk data to identify trends, report on performance metrics, and drive improvements.
Develop and maintain playbooks, knowledge bases, and procedures to standardize support.
Lead continual service improvement initiatives aligned with ITIL best practices.
What you’ll need
Minimum of 8 years of IT support experience with at least 2 years in a supervisory or management role.
Strong knowledge of ITIL service management practices.
Proven experience with ITSM tools (such as Jira Service Management, ServiceNow, or equivalent).
Experience with scalable system automation including system build, patch management, and asset inventory management.
Hands-on experience with managing security tools (endpoint protection, monitoring, access and asset management).
Scripting and automation skills (PowerShell, Bash, or similar).
Proficiency with Windows, macOS, Linux, M365, Entra, Jira, confluence and Google Workspace administration.
Strong documentation and process improvement skills.
Excellent leadership, coaching, and mentoring abilities.
Bachelor’s degree in Information Technology, Computer Science, or related field or equivalent work experience.
Our Environment
Up to 10% of travel may be required. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.
