Manager, IT Service Desk

Enforces service delivery standards and operational metrics established in partnership with the VP of IT Operations, manages team performance, prioritizes day-to-day operational activities, oversees escalated technical issues, and drives team-level continuous improvement initiatives designed to enhance customer satisfaction, operational efficiency, and technology adoption. Serves as a key liaison between business units and IT, ensuring technology services effectively support organizational objectives. This position sits organizationally between individual contributor Service Desk staff (including Sr. Desktop Technicians) and IT leadership, reporting to the VP of IT Operations and serving as the primary point of accountability for day-to-day Service Desk performance between those levels. Performs all duties in accordance with the company’s policies and procedures and all applicable federal, state, and local laws and regulations.

Leadership & Management

• Lead, coach, develop, and manage a team of Sr. Desktop Technicians, Desktop Support Technicians, and other Service Desk personnel.

• Establish team-level goals, performance expectations, and operational metrics that support Service Desk-wide service level objectives set by IT leadership.

• Conduct performance evaluations, provide ongoing feedback, and create development plans to support employee growth and succession planning.

• Oversee staffing, scheduling, workload distribution, and resource allocation to ensure appropriate service coverage and timely issue resolution.

• Foster a customer-focused culture centered on service excellence, accountability, collaboration, and continuous improvement.

• Manage employee relations matters in accordance with company policies and practices.

Service Desk Operations

• Direct day-to-day Service Desk and Desktop Support operations, ensuring efficient and effective support for end-user technology services.

• Monitor service requests, incidents, escalations, and problem resolution activities to ensure compliance with established service level agreements (SLAs).

• Serve as the primary escalation point for complex technical and operational issues.

• Implement, enforce, and maintain Service Desk processes, procedures, standards, and documentation; serve as a content contributor to the development and periodic review of enterprise-level standards led by the VP of IT Operations.

• Analyze service performance trends and implement corrective actions to improve service quality, responsiveness, and customer satisfaction.

• Ensure consistent execution of incident, request, problem, asset, and change management processes using the company’s incident management system (e.g., ManageEngine ServiceDesk).

• End-User Computing & Desktop Services

• Oversee the deployment, configuration, maintenance, and lifecycle management of desktop computers, laptops, mobile devices, peripherals, and related hardware.

• Ensure the team effectively supports operating systems, business applications, productivity tools, printing services, and endpoint technologies.

• Manage workstation imaging, software packaging, operating system deployment, patch management, and device provisioning processes.

• Oversee user account administration and access management in accordance with company information security policies and standards.

• Ensure proper support for hardware installations, upgrades, relocations, and equipment refresh initiatives.

• Manage enterprise endpoint management and desktop administration tools, including Microsoft Intune and comparable platforms, to support device inventory, software deployment, remote support, patching, and compliance activities.

• Technology & Process Improvement

• Identify opportunities to improve Service Desk efficiency through automation, standardization, self-service technologies, and process enhancements.

• Partner with Infrastructure, Information Security, Applications, and Business Technology teams to resolve systemic issues and improve service delivery.

• Maintain knowledge management processes and ensure support documentation remains accurate and current, contributing team-level insight to broader knowledge management strategy led by IT leadership.

• Evaluate emerging technologies and recommend solutions that enhance user productivity and supportability.

• Participate in IT projects and initiatives, ensuring Service Desk readiness and successful end-user adoption.

• Asset & Vendor Management

• Oversee IT asset lifecycle management processes, including procurement coordination, inventory controls, deployment tracking, and equipment disposal.

• Ensure software license compliance and effective management of approved software inventories.

• Coordinate vendor support services and maintain productive relationships with technology suppliers and service providers.

• Assist in budget planning, forecasting, and management of Service Desk-related expenditures.

• Reporting & Compliance

• Develop and present operational reports and service metrics to IT leadership.

• Monitor key performance indicators, including incident resolution, customer satisfaction, service levels, technician productivity, and operational trends.

• Ensure compliance with company policies, security standards, audit requirements, and regulatory obligations, including SSAE18 and NIST requirements applicable to end-user computing.

• Support biannual disaster recovery testing efforts as they relate to Service Desk and end-user computing readiness.

• Partner with the VP of IT Operations to align Service Desk objectives with broader IT strategy, escalate significant risks or resource needs, and provide visibility into team performance and customer impact.

• Serve as a content contributor to Service Desk policy development, procedural standards, and organizational analysis initiatives led by the VP of IT Operations, providing front-line operational data, staff feedback, and improvement recommendations to inform their development and periodic review; ownership of enterprise-level policy and organizational analysis rests with IT leadership.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field; equivalent combination of education and experience may be considered.

• Seven (7) or more years of progressive IT support, desktop support, or Service Desk experience.

• Three (3) or more years of supervisory, team lead, or management experience leading technical support teams.

• Experience managing Service Desk operations, ticketing systems, service level agreements, and end-user support organizations.

• Experience with Microsoft Windows administration, desktop deployment, endpoint management, and troubleshooting.

• Experience administering and supporting Microsoft 365 technologies and enterprise productivity applications preferred.

• Experience with IT asset management, software distribution, patch management, and endpoint management platforms.

• Experience with network troubleshooting and working knowledge of TCP/IP, LAN/WAN, wireless networking, and related technologies.

• ITIL Foundation certification preferred.

• Microsoft, CompTIA, HDI, or other relevant industry certifications preferred.

• Prior experience as a Sr. Desktop Technician or in a comparable senior desktop/service desk support role is highly desirable, providing direct familiarity with the day-to-day work of the team being managed.

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.

• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.

• Customized training programs to help you advance your career.

• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.

• Educational Reimbursement.

Carrington Mortgage Holdings is a holding company whose primary businesses include asset management, mortgages, real estate transactions and real estate logistics. Collectively, the businesses are vertically and horizontally integrated, and provide a broad range of real estate services encompassing nearly all aspects of single-family residential real estate transactions in the United States. Guided by a leadership team with a wealth of industry experience and guided by a consistent philosophy, Carrington maintains the necessary infrastructure to ensure stability and maximize value during any market cycle. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonhc.com .