Service Desk Manager

The Manager of IT Service Desk is responsible for leading and managing the IT Service Desk and Desktop Engineering teams to deliver high-quality technical support and customer service across the organization. This role ensures alignment with ITIL-based service management practices, drives continuous improvement, and leverages tools such as ServiceNow to optimize incident, request, and knowledge management processes.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 5+ years of experience in IT support or service desk operations, with at least 2 years in a leadership role
• Strong understanding of ITIL framework; ITIL Foundation certification preferred
• Hands-on experience with ServiceNow or similar ITSM platforms
• Proven ability to manage and develop technical teams in a fast-paced environment
• Experience supporting Windows environments, desktop hardware, and enterprise applications
• Excellent communication, problem-solving, and organizational skills

Benefits

• A variety of Medical, dental, and vision benefit plans
• Health Savings Account with a generous employer contribution
• Company paid life and disability insurance
• 401(k) savings plan, with company match
• Comprehensive paid time off, including: vacation days, 10 designated holidays, sick time, and bereavement leave
• Up to 16 hours of volunteer time off
• Up to 16 weeks of Paid Parental Leave
• Ongoing professional development programs
• Wellness program, including monthly and quarterly prizes