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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Manager - **Company:** Evapco, Inc. - **Location:** Taneytown, MD, United States - **Experience:** Expert - **Salary:** $100,000.0 - $150,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Agile Methodology, JIRA, Microsoft Azure, IT Management, Knowledge Management, Operational Data Store, Scrum Methodology, Azure Active Directory, Microsoft Power Automate, Microsoft InTune, Information Technology, Powerapps, Servicenow - **Published:** August 3, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5f581c700b88eb29 ## About the Role * 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 ## Description 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Successful talent development: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1002-successful-talent-development-a-joint-journey-of-executives-and-talents) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Robots are coming into the wild! 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