Service Desk Manager

About the Role

We are looking for an experienced Service Desk Manager / End User Services Manager to lead our IT Service Desk, Desktop Support, and End User Computing teams. This is a hands-on leadership role where you’ll manage daily IT support operations, oversee a tiered support model, and drive continuous improvement in service delivery for a mid-to-large enterprise environment (500+ users).

What You’ll Do

- Lead and mentor Service Desk and Desktop Support teams, fostering growth and accountability.

- Manage day-to-day IT support operations, ensuring tickets are resolved on time and SLAs are met.

- Handle escalated issues and ensure smooth resolution of incidents.

- Oversee ITSM processes (incident, problem, change management).

- Manage ITSM platforms (Team Dynamix preferred, ServiceNow or Cherwell also acceptable).

- Oversee endpoint management with tools like BigFix or Intune (patching, imaging, endpoint security).

- Support Windows 10/11 environments.

- Lead identity & access management initiatives (Okta experience strongly preferred).

- Use PowerShell for automation, reporting, and process improvements.

- Define and track KPIs to improve first-call resolution rates and reduce escalations.

- Collaborate with infrastructure, security, and applications teams on IT projects (e.g., Windows migrations, authentication upgrades, ITSM tool rollouts).

- Ensure compliance with regulatory frameworks (SEC, CIS) and improve governance.

What We’re Looking For

- 5+ years managing IT support or service desk teams (500+ user environments).

- Proven experience leading tiered IT support models and managing SLAs.

- Strong knowledge of ITIL v4 (Foundation certification preferred).

- Experience with ITSM platforms (Team Dynamix, ServiceNow, or Cherwell).

- Endpoint management experience (BigFix, Intune).

- Identity and access management experience (Okta preferred).

- Hands-on with Windows 10/11 environments, patching, and security.

- Scripting/automation with PowerShell.

- Excellent leadership, communication, and customer service skills.

- Strong project management experience (migrations, upgrades, tool rollouts).

Job Type: Full-time

Pay: $80,000.00 - $85,000.00 per year

Benefits:

- 401(k)

- Health insurance

- Paid time off

Work Location: In person