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
