IT Service Desk Manager

The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a team of IT service desk technicians and support analysts. This role ensures high-quality, efficient support across a large, global enterprise by improving incident resolution, user satisfaction, service performance, and process maturity., Service Desk Leadership & Team Development

• Lead, schedule, coach, and mentor a team of service desk technicians and support analysts, fostering a customer-first, continuous-improvement culture
• Own performance management activities, including goal-setting, regular one-on-one meetings, professional development planning, and constructive feedback
• Manage staffing coverage and shift scheduling to provide consistent support availability across global time zones as needed

Service Delivery & Performance Management

• Define, monitor, and continuously improve key performance indicators and service level agreements, including first-call resolution, ticket aging, and customer satisfaction
• Analyze service trends, recurring issues, and root causes to improve resolution times and the overall end-user experience
• Use operational data and customer feedback to prioritize service improvements and align support delivery with business goals

ITSM Platform, Knowledge & Self-Service

• Serve as the business owner and administrator for IT Service Management system, including queue configuration, workflows, automation, and reporting dashboards
• Maintain and enhance the knowledge base and end-user self-service capabilities to reduce avoidable tickets and empower users
• Drive strategic initiatives to modernize service desk tools, processes, and support capabilities

Incident, Problem & Change Management

• Manage incident, problem, and change management lifecycles in alignment with ITIL best practices
• Coordinate escalations, major incident response, stakeholder communications, and post-incident reviews
• Identify corrective actions and process improvements that drive lasting resolution and greater service maturity

Asset, Endpoint & Device Management

• Oversee IT asset management (ITAM) and mobile device management (MDM) processes, ensuring accurate inventory, lifecycle tracking, and compliance
• Partner with security and infrastructure teams to ensure endpoints are provisioned, patched, and managed to corporate standards
• Support consistent processes for device deployment, replacement, transfer, recovery, and retirement

Vendor, Escalation & Stakeholder Management

• Manage relationships with third-party vendors and service providers and hold them accountable to contractual service levels
• Serve as the primary escalation point for complex, high-impact, or business-critical support issues
• Communicate service status, initiatives, risks, and outcomes effectively to technical and non-technical stakeholders

Reporting & Communication

• Produce clear, actionable performance and operational reports for IT leadership and business stakeholders
• Present service trends, performance results, improvement plans, and recommendations in a concise and business-focused manner

• Bachelor’s degree in Information Technology, a related technical or business discipline, or equivalent professional experience
• Five or more years of experience in a Service Desk Manager or equivalent IT support leadership role
• Demonstrated experience leading, coaching, and developing technical support teams in an enterprise environment
• Strong working knowledge of ITIL service management practices
• Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical audiences
• Customer-focused, performance-driven approach with strong problem-solving, reporting, and stakeholder management skills

Preferred Qualifications: No certifications are required for this role. Relevant industry certifications are considered a plus, including:

• ITIL 4 Foundation or higher
• HDI Support Center Manager or HDI Support Center Team Lead
• CompTIA A+, Network+, or Security+
• Microsoft 365, Modern Desktop, Endpoint Administrator, Azure, or Identity and Access certifications
• PMP, CAPM, Agile, or Scrum credentials, * Service Desk Operations & Team Leadership
• ITIL Service Management
• Incident, Problem & Change Management
• ServiceNow, Freshservice, Jira Service Management, or other ITSM Platform Administration
• Knowledge Management & End-User Self-Service
• Microsoft 365 Administration & Support
• Microsoft Entra ID, Microsoft Intune, Windows & Active Directory
• Microsoft Power Automate & Power Apps
• IT Asset Management (ITAM) & Mobile Device Management (MDM)
• Service Level, KPI, CSAT & Operational Reporting
• Vendor Management, Escalation Management & Stakeholder Communication

Pulled from the full job description Paid parental leave Parental leave Health insurance Retirement plan Vision insurance Dental insurance Paid sick time, * The salary range consists of base pay and most recent profit sharing bonus amounts

• Medical, Vision, & Dental Insurance
• Employee Stock Ownership Program - we are an employee-owned company
• Profit Sharing Bonus - which is paid twice per year
• (k)larity Plan - Voluntary Employee Retirement Savings Plan
• Paid Holidays
• Paid Vacation
• Paid Maternity and Paternity Leave
• Bereavement Pay
• Company Paid Basic Life Insurance equivalent to base salary, with option for Supplemental Life election
• Paid Sick Leave
• Long Term Disability

Reporting to the Global IT & Cyber Security Manager, this position owns service levels and performance metrics, Jira Service Management administration, knowledge and self-service capabilities, ITIL-aligned incident, problem, and change practices, asset and endpoint management processes, vendor performance, escalations, and operational reporting. This is a full-time, on-site position at Evapco’s corporate headquarters in Taneytown, Maryland. Very infrequent travel may be required.