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# IT Service Desk Manager

- **Company:** TeamSoft IT Solutions
- **Location:** La Crosse, WI, United States
- **Experience:** Experienced
- **Salary:** $120,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, JIRA, Issue Tracking Systems, Networking Basics, Servicenow
- **Published:** May 30, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=473e25f4c728cff6

## About the Role

Do you have experience in Team leadership?, * 5+ years IT Service Desk / End-User Support experience

 * 2+ years leadership or management experience
 * Strong knowledge of ITIL / Service Desk frameworks
 * Experience with ticketing systems (ServiceNow, Remedy, Jira Service Management, Freshservice)

Preferred

 * ITIL v4 certification
 * Experience in 24/7 multi-site environments
 * Knowledge of Active Directory, Microsoft 365
 * Networking fundamentals
 * Mobile Device Management (MDM)

## Description

* Lead and develop Service Desk team (multi-site)
 * Define and track KPIs, SLAs, and performance metrics
 * Manage 24/7 support coverage, scheduling, and on-call rotations
 * Own incident, problem, and request management processes
 * Drive root cause analysis and reduce recurring incidents
 * Act as escalation point for critical issues
 * Lead service delivery and IT support initiatives/projects
 * Partner with Infrastructure, Applications, Security teams
 * Ensure compliance with IT policies, security standards, audits
 * Identify and implement process improvements and automation
 * Maintain documentation, procedures, and standards
 * Travel required


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