Manager, IT Service Desk

Experteer Overview In this role you will lead the Service Desk to deliver consistent, high-quality end-user support in alignment with IT Operations goals. You will supervise Sr. Desktop Technicians and desktop support staff, drive service level performance, and ensure rapid resolution of escalations. You will partner with business units to ensure technology services support organizational objectives and contribute to continual service improvements. You will shape policy, documentation, and readiness for IT initiatives while promoting a customer-focused, collaborative culture. Compensation / Benefits * Lead and develop a team of Sr. Desktop Technicians, Desktop Support Technicians, and Service Desk staff * Set team goals, performance expectations, and SLAs in line with IT leadership objectives * Oversee staffing, scheduling, workload distribution, and resource allocation for service coverage * Act as primary escalation point for complex issues and ensure timely resolution * Govern service desk processes, documentation, and knowledge management with enterprise standards * Monitor service performance, incident/ problem/ change management, and customer satisfaction metrics * Oversee end-user computing including hardware lifecycle, OS deployments, endpoint management, and access control * Drive automation, standardization, and self-service improvements to enhance efficiency * Manage IT asset lifecycle, software licenses, and vendor relationships; assist in budget planning * Prepare and present operational reports to IT leadership and ensure regulatory compliance including SSAE18 and NIST Tasks * Bachelor’s degree in Information Technology, Computer Science, Information Systems, or Business Administration (or equivalent experience) * 7+ years of progressive IT support or service desk experience * 3+ years of supervisory or management experience leading technical support teams * Experience with service desk operations, ticketing systems, SLAs, and end-user support organizations * Experience with Windows administration, desktop deployment, and endpoint management * Experience with 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 (TCP/IP, LAN/WAN, wireless) * ITIL Foundation certification preferred * Microsoft, CompTIA, HDI or related certifications preferred * Prior Sr. Desktop Technician or senior desktop/service desk experience desirable Key requirements * comprehensive healthcare plans * discretionary 401(k) match (50% of first 4%) * discounts via employee portal * customized training programs * employee referral bonuses * educational reimbursement

with desk processes, documentation, and knowledge management with enterprise standards * Monitor service performance, incident/ problem/ change management, and customer satisfaction metrics * Oversee end-user computing including hardware lifecycle, OS deployments, endpoint management, and access control * Drive automation, standardization, and self-service improvements to enhance efficiency * Manage IT asset lifecycle, software licenses, and vendor relationships; assist in budget planning * Prepare and present operational reports to IT leadership and ensure regulatory compliance including SSAE18 and NIST Tasks * Bachelor’s degree in Information Technology, Computer Science, Information Systems, or Business Administration (or equivalent experience) * 7+ years of progressive IT support or service desk experience * 3+ years of supervisory or management experience leading technical support teams * Experience with service desk operations, ticketing systems, SLAs, and end-user support aaaaaaaaaaa to * Experience with Windows administration, desktop deployment, and endpoint management * Experience with 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 (TCP/IP, LAN/WAN, wireless) * ITIL Foundation certification preferred * Microsoft, CompTIA, HDI or related certifications preferred * Prior Sr. Desktop Technician or senior desktop/service desk experience desirable Key requirements * comprehensive healthcare plans * discretionary 401(k) match (50% of first 4%) * discounts via employee portal * customized training programs * employee referral bonuses * educational reimbursement