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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** Suddath Relocation Systems of Arizona, LLC - **Location:** Jacksonville, FL, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Amazon Web Services, Monitoring of Systems, IT Management, Microsoft Software, Networking Basics, Microsoft PowerPoint, Power BI, Microsoft SharePoint, Office365, System Availability, Os Ticket, Workday, ManageEngine - **Published:** September 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f31567797e988bd9 ## About the Role * Prior team management experience in an office or IT environment * Strong organizational skills to manage daily responsibilities effectively * Detail-oriented with the ability to multitask in a fast-paced environment * Excellent communication skills and a positive attitude * Strong customer service skills and professional phone etiquette * Strong analytical and problem-solving skills * High attention to detail * Excellent verbal and written communication skills, with the ability to collaborate effectively with internal and external contacts at all levels * Strong teamwork and interpersonal skills, with the ability to manage relationships across all levels of the organization * Ability to learn quickly and adapt to changing needs, * To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions., * Bachelor's degree in IT/Computer Operations preferred; or equivalent from college or technical school; or five to ten years related experience and/or training; or equivalent combination of education and experience. * Recommended industry certifications (ITIL and/or Microsoft). Experience with the following: Networking fundamentals, Active Directory Services, Office365, File Security, Ticketing software and PowerBi / Analytic Reporting TRAVEL: * Less than 10% required Language Skills: * Ability to read and interpret documents such as operating and maintenance instructions, and procedure manuals * Ability to speak effectively in front groups * Excellent written and verbal communication skills Reasoning Ability: * Ability to solve practical problems and deal with a variety of gray variables in situations where only limited standardization exists * Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form Computer Operations: * To perform this job successfully, an individual should have strong knowledge of Microsoft Office 365, Teams, Sharepoint, PowerPoint and any other related applications Planning/Organization: * Ability to prioritize and re-prioritize as situations and needs change throughout the workday * Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work Certificates/Licenses/Registrations: * Preferred ITIL certification * Preferred Microsoft Industry Certified Working Conditions: * Cubicle working environment * Noise level in the work environment is usually moderate Physical/Environmental Demands: Activity: * Stand - Under 1/3 Time * Walk - Under 1/3 Time * Sit - Over 2/3 Time * Use hands to finger, handle, or feel - Over 2/3 Time * Reach with hands and arms - 1/3 to 2/3 Time * Climb or balance - None * Stoop, kneel, crouch or crawl - Under 1/3 Time * Talk or hear - over 1/3 to 2/3 time * Taste or smell - None Physical Activity Level: * The employee must occasionally lift and/or move up to 40 pounds. * While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear * The employee is occasionally required to reach with hands and arms Manual Dexterity: * Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials Special Vision Requirements: * Specific vision abilities required by this job include close vision and ability to adjust focus ## Description The role of the Service Desk Manager is to oversee the performance of Service Desk Technicians as well as support of customers and ensure that service levels are achieved; ensure that customer expectations are met or exceeded with regard to service and problem resolution based on defined metrics/benchmarks, and processes are followed to provide the best possible customer service and service level objectives; continually review existing processes for improvement and/or automation for added efficiency., * Provide Service Desk KPI data and trend reporting to IT leaders during ad hoc, weekly, and monthly reviews, and as needed; lead ticket deep dives and develop improvement strategies; position the Service Desk as IT's single source of truth and primary service delivery channel. * Monitor and manage the phone queue, participating in escalated calls as needed. * Perform daily system monitoring to verify the integrity and availability of systems and key processes. * Oversee, create, and maintain the IT solutions repository to ensure relevant solutions are available; develop service and business-level agreements to set expectations and measure performance; establish a practical framework for managing and improving customer IT support; advise management on issues requiring additional client support or escalation. * Manage processes and communications for technology and non-technology outages and emergency activities across the organization. * Report business-impacting issues to business leaders and IT management. * Manage vendor relationships, including hardware vendors such as Dell and CDW and software vendors such as Microsoft, AWS, and ManageEngine, based on operational needs. * Oversee all request types, including incidents, service requests, and problems; manage complex or urgent support issues; and serve as the escalation point for requests and incidents. * Develop and improve phone and ticket escalation processes to support clear, timely escalation and information flow across the organization; identify root causes and communicate updates appropriately to internal and external customers. * Contribute to and maintain Service Desk Standard Operating Practices. * Research and recommend innovative, automated approaches for production support tasks where appropriate; identify solutions that maximize resources and create economies of scale. * Manage a team of Service Desk Technicians, including performance reviews. * Manage and continuously improve Change Advisory Board meetings and processes. * Manage and continuously improve Problem Management meetings and processes. * Maintain accurate end-user asset management records for laptops, desktops, monitors, and related equipment. * Oversee and support corporate Windows operating system image and imaging processes.