> Markdown version of [/jobs/ext/1419549-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/1419549-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** The Lightning Group Inc - **Location:** Novi, MI, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, System Configuration, Microsoft Office, Remote Access Technology, Information Technology, Zendesk, Servicenow - **Published:** July 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0ed2297e2f472360 ## About the Role * Typically requires 7+ years of experience in IT support or service desk roles, including prior service desk management experience. * Demonstrated experience implementing, configuring, and managing IT service management tools (such as ServiceNow, Freshdesk, Ivanti Neurons, or similar). * Strong knowledge of ITIL or equivalent IT service management best practices. * Proven track record managing KPIs, SLAs, and service quality in a multi site or global environment. * Experience leading and developing service desk or IT support teams. * Excellent customer service orientation and communication skills, with the ability to interact effectively at all levels of the organization. Desired Skills * Experience supporting end users in manufacturing or automotive environments. * Familiarity with collaboration and endpoint platforms, including Office 365, Windows, mobile devices, and remote access tools. * Experience working with outsourced or managed service providers in a support context. * Ability to manage change and drive adoption of new tools and processes for end users. * Knowledge of ITIL processes and best practices * Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Applicants must be legally authorized to work in the United States at the time of hire. Work Environment Hybrid (in-office and remote); up to 25% travel ## Description The Service Desk Manager is the owner of the employee IT experience at The Lighting Group, responsible for managing the global service desk function and day-to-day end user support. This role will implement and optimize a modern service desk platform, drive service quality through KPIs and SLAs, and ensure that employees receive timely, effective, and friendly IT support., * Lead the global IT service desk function, ensuring high quality support to employees across all regions and locations. * Implement and manage a service desk platform (for example ServiceNow, Freshdesk, Ivanti Neurons, or similar), including workflows, knowledge base, and self-service capabilities. * Define and monitor service performance through KPIs and SLAs; drive continuous improvement based on metrics and feedback. * Oversee incident, request, and escalation processes, working closely with Infrastructure, Applications, and Security teams. * Develop and maintain service desk procedures, runbooks, and knowledge articles to support efficient and consistent service delivery. * Coach and develop service desk staff (internal and/or external), fostering a customer centric culture and clear ownership. * Collaborate with HR, Facilities, and other corporate functions to support onboarding, offboarding, and other cross functional processes. * Communicate planned maintenance, outages, and major incidents clearly and proactively to end users and stakeholders. * Gather and analyze employee feedback to continuously improve the IT experience. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Robots are coming into the wild! 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