Service Desk Manager

• Lead and develop the ServiceDesk team, including the ServiceDesk Lead, ServiceDesk Analysts, and any Tier 2 support staff; own hiring, onboarding, performance management, and career development
• Define and maintain the ServiceDesk SLA, OLA, and KPI framework; set targets for response, resolution, CSAT, FCR, abandonment, and backlog age, and report performance to IT leadership
• Own the HaloPSA platform configuration, integrations, workflows, and reporting; manage the vendor relationship and contract renewal cycle
• Build and defend the annual ServiceDesk operating budget including labor, ITSM tooling, training, and hardware refresh; track and report variance
• Drive continual service improvement initiatives such as knowledge base maturity, self-service portal expansion, and ticket automation; measure and report outcomes
• Ensure consistent service quality across all office locations and remote staff; coordinate with the Traveling Support Specialist and site leaders on new office go-lives
• Establish and enforce queue management, escalation, and on-call procedures; resolve cross-team escalations and drive root-cause analysis on recurring or high-impact incidents
• Partner with adjacent IT functions (Network, Cybersecurity, Modern Workplace, Asset Administration) on cross-team workflows and shared metrics
• Represent the ServiceDesk in IT leadership meetings and to executive stakeholders; communicate service health, risks, and improvement plans clearly and proactively
• Maintain compliance with internal policies, frameworks (ITIL, CIS Controls), and audit requirements affecting ServiceDesk operations
• Coach team members on customer communication, SLA discipline, and documentation quality; lead regular team meetings, 1:1s, and performance reviews
• Coordinate vendor and third-party support escalations to ensure timely resolution and proper cost management

We are currently looking for a Service Desk Manager to join our Information Technology team located at our headquarters in Granite City, IL. Our ideal candidate for a Service Desk Manager is someone who has 5+ years of experiencece in IT support with at least 2 years in a ServiceDesk lead or supervisory role., * Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent hands-on experience

• 5+ years in IT support with at least 2 years in a ServiceDesk lead or supervisory role; demonstrated track record managing SLAs, customer satisfaction, and a multi-technician team
• Strong working knowledge of ITSM platforms (HaloPSA preferred; ConnectWise or ServiceNow acceptable); Active Directory and Microsoft 365 administration fundamentals; PowerShell scripting at a working level; reporting and KPI design; budget management; vendor and contract management; ITIL service management principles
• Calm under pressure; strong written and verbal communication; sound judgment on escalation and prioritization; coaching mindset; data-driven decision making; ability to influence across IT functions and with executive stakeholders
• Certifications: SDI Service Desk Manager (SDM v9) or HDI Support Center Manager required within 12 months of hire; ITIL 4 Foundation required (Practitioner or Specialist credentials preferred); A+, Network+, AZ-900, or MS-900 a plus

Tuition reimbursement, Paid parental leave, Parental leave, 401(k), Health insurance, Paid time off, Vision insurance, Dental insurance On call Granite City, IL 62040, * Salary Range: $92,000 - $96,000

• Employee Stock Ownership Program
• Discretionary Annual Bonus’
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k with Discretionary Company Contributions
• Paid Time Off (Vacation; Sick Time)
• Paid Company Holidays
• Paid Parental Leave
• Tuition Reimbursement Program
• Employee Assistance Program
• Gym Reimbursements

This shared-services company supports the IMI business units and provides a uniform, employee-based culture founded on our Support the Build mentality. This mentality aligns with our employee-owned company so that all personnel take an owner’s mindset approach to our business. iSuite is headquartered in Nashville, TN and has branches in Granite City, IL, Chesterfield, MO and Charlotte, NC., Our commitment to diversity and inclusion starts with us. The IMI companies strive to build a team that is truly reflective of the communities we serve in every level of our business. We know that when diverse minds and perspectives come together, the possibilities are limitless.

WHY iSuite L.L.C?

At the IMI companies, we don’t just admire thinking outside of the box, we encourage it. IMI knows that to tackle the challenging projects we are faced with every day takes a team of creative problem solvers who aren’t afraid to be bold. Which is why IMI companies work every day to create a work environment that gives back to our employees. Our family-first approach and commitment to work-life balance are just a couple of the things that make the IMI companies an ideal career destination.

Our philosophy is to hire talented people, provide them with the training, tools, and resources to be successful, empower them to go and contribute to the success of the company, and to reward performance. If you’re ready to be a part of our team AND a part of our solution, APPLY TODAY!