IT Service Desk Manager

Job description

Job responsibilities

• Manage day-to-day operations of the Service Desk, ensuring incidents, requests, and escalations are addressed efficiently.
• Manage and mentor a distributed and international support team, providing leadership, training, and career development.
• Help to build and scale the Service Desk organization, including staffing, processes, and technologies, to meet the demands of a fast-growing company.
• Define, monitor, and report on Service Desk metrics, KPIs, and SLAs, ensuring alignment with ITIL/ITSM best practices.
• Ensure that all SOPs, processes, and workflows are documented, audited, and continuously improved.
• Conduct and present operational performance reviews with leadership, articulating the Service Desk’s contributions to business success.
• Oversee support for A/V systems and conference room technologies, ensuring reliable performance for secure domestic and international operations.
• Provide operational support for collaboration and cloud computing platforms in compliance with defense industry standards.

Job requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent combination of education and experience.
• 8+ years of IT support experience, with at least 3 years managing or leading a global/distributed service desk.
• Demonstrated expertise with ServiceNow (or similar ITSM platforms) administration, reporting, and workflows.
• Strong working knowledge of ITIL/ITSM principles and their practical application in enterprise environments.
• Proven ability to scale service desk teams, processes, and technologies in high-growth environments.
• Hands-on experience supporting collaboration platforms, SaaS platforms, and cloud computing environments.
• Demonstrated success with API integrations and automation for IT service delivery.
• Strong leadership, communication, and stakeholder management skills, with the ability to clearly articulate Service Desk performance and strategy to non-technical staff.