> Markdown version of [/jobs/ext/1914423-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/1914423-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:** Isuite, LLC - **Location:** Granite City, IL, United States - **Experience:** Experienced - **Salary:** $92,000.0 - $96,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Cyber Security, Decision Support Systems, IT Management, Windows PowerShell, Queue Management Systems, Information Technology, CIS Benchmarks, Servicenow - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=93be6a811895ecc9 ## About the Role 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 ## Description * 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) ## Related Articles - [Should Tech Managers Be Developers First? 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