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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** Arbor Homes - **Location:** Indianapolis, IN, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Business Software, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Windows PowerShell, Remote Service Software, Wi-Fi Technology, Microsoft InTune, Information Technology, Patch Management, Laptops - **Published:** May 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=011241c2e0d7d608 ## About the Role Do you have experience in Ticketing system technical support?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience. * 5+ years of IT support or Service Desk experience. * 2+ years of leadership or supervisory experience in an IT support environment. * Strong technical troubleshooting skills across Windows-based environments. * Experience supporting Microsoft 365, Active Directory, Intune, endpoint management, and common business applications. * Experience with ticketing systems, remote support tools, and IT service management processes. * Strong communication, organizational, and customer service skills. * Ability to manage multiple priorities in a fast-paced environment. Preferred * Experience in construction, homebuilding, or multi-site operational environments. * Familiarity with cybersecurity best practices and endpoint security tools. * Experience with: + Microsoft Intune + Microsoft Defender + NinjaOne or other RMM platforms + Azure / Entra ID * ITIL certification or IT service management experience. * Experience managing vendors and third-party support providers. Technical Skills * Windows 10/11 * Microsoft 365 Administration * Active Directory / Entra ID * Endpoint Management (Intune) * Remote Monitoring & Management (RMM) tools * Ticketing Systems * Networking fundamentals (DNS, DHCP, VPN, Wi-Fi) * Endpoint Security Platforms * PowerShell scripting (preferred) Leadership Competencies * Team leadership and coaching * Customer service orientation * Operational accountability * Communication and collaboration * Problem-solving and decision-making * Process improvement mindset * Ability to lead by example in a hands-on environment Work Environment * Primarily office-based with occasional travel to field or regional offices as needed. * Ability to lift and move IT equipment up to 50 pounds. * Participation in after-hours support or maintenance activities may occasionally be required. ## Description The Service Desk Manager is responsible for leading the day-to-day operations of the IT Service Desk while also serving as a hands-on technical resource for escalated support issues, projects, and operational initiatives. This individual will manage service delivery, coach and develop support staff, and ensure a high level of customer satisfaction across the organization. This is a "working manager" role requiring both leadership and technical capability. The ideal candidate is comfortable balancing people management, operational oversight, process improvement, and direct technical support responsibilities. Why Arbor? Are you looking for a dynamic career in a lively workplace committed to customer service? We look for team members with enthusiasm and skill to help provide even better experiences and higher-quality homes for our buyers. When it comes to what sets Arbor apart among new home builders, the first answer is our culture. Rather than chasing profits and cutting corners, our team puts quality and customers first. If you are creative and committed to helping people, you will love working with us!, * Manage daily operations of the IT Service Desk, including ticket queues, workload balancing, and service quality. * Lead, mentor, and develop Service Desk team members through coaching, training, and performance management. * Establish and monitor service levels, response times, and operational metrics. * Conduct regular team meetings, one-on-ones, and performance evaluations. * Develop and maintain Service Desk procedures, standards, and documentation. * Drive a customer-service-focused culture across the IT support organization. * Coordinate support coverage schedules, on-call rotations, and escalation management. Technical Support & Operations * Serve as an escalation point for complex technical issues involving desktops, laptops, mobile devices, printers, applications, and infrastructure systems. * Provide hands-on technical support when necessary, including troubleshooting hardware, software, networking, and account-related issues. * Support Microsoft 365, Windows environments, Active Directory, Intune, endpoint management, and related technologies. * Assist with system deployments, migrations, onboarding/offboarding activities, and operational IT projects. * Participate in patch management, endpoint security, device compliance, and operational maintenance activities. * Collaborate with infrastructure, cybersecurity, and application teams to resolve issues and improve services. * Maintain accurate ticket documentation, knowledge base articles, and operational procedures. Process Improvement & Reporting * Identify opportunities to improve Service Desk efficiency, automation, and user experience. * Analyze ticket trends and operational metrics to improve service delivery. * Develop reports and dashboards related to Service Desk performance and operational KPIs. * Ensure adherence to IT policies, security standards, and compliance requirements. * Assist in developing and refining ITIL-aligned support processes including incident, request, problem, and change management. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Should Tech Managers Be Developers First? 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