Service Desk Manager

We are seeking a dynamic and experienced Service Desk Manager to lead our IT support operations, ensuring seamless delivery of technical services across the organization. This role offers an exciting opportunity to oversee a dedicated team responsible for providing exceptional support, managing complex IT infrastructure, and driving continuous improvement initiatives. As a pivotal member of our technology leadership, you will foster a proactive service culture, optimize support processes, and ensure the stability and security of our IT environment. Your expertise will empower users and enhance operational efficiency through innovative solutions and strategic management., * Manage and maintain core IT infrastructure components including Active Directory, Windows Server environments, VMware vSphere, Linux systems, and network devices such as Cisco routers and firewalls.

• Coordinate software deployment, system updates, security patches, and configuration management to ensure optimal performance and security compliance.
• Develop and implement IT policies, procedures, and standards aligned with ITIL best practices to streamline operations and improve service delivery.
• Drive projects related to network infrastructure upgrades, cloud migrations (AWS, Azure), disaster recovery planning, and business continuity strategies.
• Collaborate cross-functionally with vendors, stakeholders, and internal teams to manage vendor relationships, hardware/software procurement, and contract negotiations.
• Monitor network performance using SolarWinds or similar tools; troubleshoot connectivity issues across LAN/WAN environments; ensure robust network security measures are in place.
• Lead efforts in information security management including access controls, data protection policies, vulnerability assessments, and compliance audits.
• Foster a culture of continuous improvement by analyzing support metrics, identifying training needs, and implementing process enhancements., Join us to lead our IT service excellence journey! This role offers an engaging environment where your leadership will directly impact operational success while supporting innovative technology solutions that empower our organization's growth.

• Proven experience managing IT support teams within fast-paced environments with strong leadership skills in supervising technical staff.
• Extensive knowledge of computer networking concepts including LAN/WAN architecture, DHCP, DNS, VPNs, remote access software, and network engineering principles.
• Hands-on experience with virtualization platforms such as VMware vSphere; cloud services like AWS and Azure; server management including Windows Server (Active Directory) and Linux systems.
• Strong familiarity with ITSM tools such as ServiceNow or Jira for incident tracking; SolarWinds or similar network monitoring solutions; Microsoft Office Suite (Word, Excel, PowerPoint).
• Deep understanding of cybersecurity practices including network security protocols, firewall management, information security policies, and disaster recovery planning.
• Certification in relevant areas such as ITIL foundation or higher; Cisco certifications (CCNA/CCNP) are advantageous.
• Demonstrated project management skills with experience leading cross-functional technology initiatives using Agile methodologies.
• Excellent communication skills with the ability to convey technical concepts clearly to non-technical stakeholders.
• Analytical mindset with strong problem-solving capabilities; ability to prioritize tasks effectively under pressure.
• Knowledge of databases such as Microsoft SQL Server; experience with SharePoint administration; understanding of software development processes is a plus.

Pulled from the full job description Referral program Professional development assistance Parental leave Health insurance Retirement plan 401(k) matching Paid time off, * 401(k) matching

• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Relocation assistance
• Retirement plan
• Vision insurance