Responsible for the strategy, performance, and business outcomes of the service desk function
Responsible for the daily operations and performance of a technical service desk team
Provide operational oversight: manage daily ticket flow, monitor queues, and adjust staffing levels
Team leadership: recruit, train, and mentor service desk technicians
Define and enforce Service Level Agreements (SLAs)
Act as the primary point for complex technical issues
Leverage ITIL best practices to standardize workflows
Lead major incident management, including stakeholder communications
Partner with other IT teams (Network, Infrastructure, Product)
Manage relationships with hardware logistics providers and suppliers
Continually seek opportunities to strengthen client relationships
Ensure adherence to company policies and procedures

Requirements

Bachelor’s degree in computer science, information systems, engineering or related discipline required
Master’s degree in business or technology discipline preferred
8 – 12 years of IT support; infrastructure or operations preferred
5+ years in a lead or managerial capacity
ITIL Foundations, HDI Support Center Manager, or PMP highly preferred
Proven ability to lead large-scale service desk or IT operations teams
Passionate about engaging with customers
Strong understanding of ITIL 4 principles
Data-driven with proficiency using ITSM analytics
Broad technical knowledge across Windows OS, Active Directory, Networking, Azure services, and Unified Endpoint Management (UEM)
Demonstrated success implementing automation, self-service, and AI-assisted support
Proficiency with modern ITSM platforms such as ServiceNow, Jira Service Management, or Remedyforce
Proficiency with the creation and maintenance of a high-quality Knowledge Base (KB)
Strong communication and listening ability
Experience with asset lifecycle management

Benefits

medical and dental care benefits
401k
PTO
parental leave
bereavement leave

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ITILITSM analyticsWindows OSActive DirectoryNetworkingAzure servicesUnified Endpoint Managementautomationself-serviceAI-assisted support

Soft Skills

team leadershipcommunicationlisteningcustomer engagementmentoringrelationship managementoperational oversightdata-driven decision makingproblem-solvingstakeholder communication

Certifications

ITIL FoundationsHDI Support Center ManagerPMP