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# Senior Manager, Service Desk

- **Company:** Flex Technologies, Inc.
- **Location:** Mesa, AZ, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Azure, Cyber Security, Enterprise Software Applications, Information Technology, Servicenow
- **Published:** October 16, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4f722fe1334a274a

## About the Role

* Bachelor's degree in Information Technology, Computer Science, or a related field.
 * 10+ years of progressive IT experience.
 * 5+ years of leadership experience managing technical support or Service Desk teams.
 * Proven experience leading high-performing teams in a fast-paced enterprise environment.
 * Strong strategic planning, organizational, and project management skills.
 * Experience managing budgets, resources, and cross-functional technology initiatives.
 * Strong understanding of IT service delivery, operational processes, and support best practices.
 * Experience driving service improvements through metrics, reporting, and analytics.
 * Knowledge of information security principles and enterprise technology environments.
 * Exceptional communication, collaboration, and stakeholder management skills., * ITIL v4 Foundation certification or higher.
 * ServiceNow experience.
 * Microsoft Certified: Azure Administrator certification.
 * Experience leading enterprise-scale support organizations.

## Description

FlexTG is seeking an experienced and strategic Senior Manager, Service Desk to lead our enterprise Service Desk organization in Mesa, Arizona. This is a highly visible leadership role responsible for overseeing end-user support operations, driving service excellence, managing critical incidents, and shaping the future of IT support across the organization.

The ideal candidate is a hands-on leader who thrives in fast-paced environments, excels at building high-performing teams, and can effectively bridge technical operations with business strategy. This role will play a key part in strengthening service delivery, improving operational maturity, and ensuring a best-in-class employee support experience.

What You'll Do

 * Lead the daily operations and strategic direction of the Service Desk team.
 * Oversee the deployment, support, and lifecycle management of end-user devices and applications.
 * Drive incident management, root cause analysis, and problem resolution for recurring service issues.
 * Serve as a key escalation point during critical incidents and coordinate communication between technical teams, vendors, and business stakeholders.
 * Manage vendor relationships, support contracts, and service performance expectations.
 * Develop and execute a roadmap for Service Desk enhancements, process improvements, and technology adoption.
 * Create and maintain knowledge base articles, standard operating procedures, troubleshooting guides, and escalation processes.
 * Monitor service level agreements (SLAs), operational metrics, and customer satisfaction scores to ensure consistent service delivery.
 * Utilize reporting and analytics to identify trends, improve performance, and drive operational excellence.
 * Lead cross-functional initiatives, including technology upgrades, migrations, and process transformation projects.
 * Manage budgets, resource planning, and departmental priorities.
 * Coach, mentor, and develop Service Desk team members while fostering a culture of accountability and continuous learning.
 * Partner with Infrastructure, Security, Applications, and Business teams to deliver seamless technology support.
 * Promote operational reliability, customer-focused service, and ongoing process improvement throughout the organization.