IT Service Desk Manager

iT1

full-time

Posted on: 9/20/2025

Origin: • 🇺🇸 United States • Arizona

✨ AI Apply

Mid-LevelSenior

ITSM

About the role

Manage and drive productivity for the end user support team
Manage the processing of incoming events to the Service Desk via telephone, e-mail and walk up
Develop and enforce request handling and escalation policies and procedures
Communicate and maintain a sense of urgency with team members and customers
Provide in-person, hands-on support for escalated problem resolution when necessary
Analyze service desk metrics and implement improvements to drive operational efficiency and effectiveness
Create, train, and maintain service delivery processes, procedures, templates, and best practices
Facilitate ITIL process improvements and act as a process champion
Coach, develop, and manage staff including selection, performance appraisals, and training
Use metrics and data-driven decision-making for tactical decisions and process improvements
Create process documentation including flowcharts, work instructions, and operational instructions

5+ years in a supervisory or managerial capacity in technical support or related discipline
5+ years of experience supporting IT customers and enterprise environments
2-3 years of experience managing call queues and on call platforms
2-3 years of project management experience leading and delivering enterprise level projects
Detail oriented and ensure all issues/ are recorded and acted upon
Must be creative, and be able to motivate, coach and lead others
Excellent written, verbal, communication skills
Must be able to make difficult decisions to ensure the integrity of the environment
Ability to multitask and maintain focus on all areas of responsibility concurrently
Must be proficient in workstation support as well as other technologies, platforms, and regions
Basic knowledge of Salesforce and Logic Monitor, and ITSM/Autotask or Service Now ticketing system
Ability to compile, analyze, interpret, and present complex data
Ability to think analytically, conceptually, and strategically
Physical demands: Sit at a computer for 8 hours per day; Keyboarding for 8 hours per day; Near Vision; Speaking; Hearing requirements