IT Service Desk Manager

Role Overview

• Manage, train, coach, and mentor the IT support team, fostering a culture of excellence, customer service and continuous improvement.
• Oversee daily operations of the IT service desk, ensuring effective ticket management and adherence to Service Level Agreements (SLAs).
• Design and implement robust IT support workflows, including escalation paths and resolution procedures.
• Monitor service desk metrics (ticket resolution times, user satisfaction, backlog trends) and adjust processes to optimize performance.
• Contribute to and improve a comprehensive knowledge base and self-service resources for employees.
• Collaborate with IT and Security leadership and other internal partners to ensure IT support aligns with strategic initiatives and business goals.
• Provide regular performance reports and strategic recommendations to leadership.
• Manage the onboarding/offboarding process to ensure timely provisioning and deprovisioning of IT assets and access.
• Resolve high-priority escalations and complex technical issues, providing guidance to support staff as needed.
• Develop, create and own the delivery of appropriate onboarding and training materials to ensure successful assimilation with the team and division.
• Participate in the recruitment and hiring of new team members.
• Resolve or direct ticket escalations as necessary, providing expert support and backup to the IT service team.
• Provide on call support on rotation with other team members.
• Participate in compliance reviews and audit collection as necessary.
• Communicate system health updates to stakeholders and employees.
• Participate as necessary in incident escalation resolution.
• Oversee budget for the IT service desk, ensuring cost-effective solutions and resource allocation.
• Manage relationships with external vendors and service providers.
• Support development and maintenance of disaster recovery plans to ensure business continuity in case of IT service disruptions.
• Ensure all IT support activities comply with relevant regulations and security policies.
• Drive innovation within the service desk team to continuously improve process and service delivery.
• Regularly engage with stakeholders to understand their needs and expectations and align IT support accordingly.
• Participate in the development of user training programs to educate employees on best practices and tool updates.
• Create and manage reporting dashboards for service and system insights.
• Support and promote company values through positive interactions with both internal and external stakeholders on a regular basis.
• Other strategic business initiatives or special cross-functional project involvement as required.

Requirements

• 7+ years of IT support experience, with a minimum of 2 years in a lead, supervisory or managerial capacity.
• Demonstrated success managing a remote IT support team within a fast-growing, technology-driven organization.
• Exceptional written and verbal communication skills, with an ability to articulate technical concepts to both technical and non-technical audiences.
• Proven leadership qualities, including team building, conflict resolution, and process optimization.
• Operate with versatility and adaptability to easily adjust to business demands and unforeseen issues or emergencies.
• Experience working within a fully remote or distributed environment preferred.
• Familiarity with IT service management frameworks and continuous improvement methodologies.
• Certifications in Microsoft technologies (e.g., Microsoft 365 Certified: Modern Desktop Administrator, or equivalent) and/or IT service management strongly preferred.
• Strong familiarity with ticketing systems, ITIL best practices and remote support tools.
• Microsoft 365 administrative experience.
• Proven expertise with Microsoft Entra ID, Intune, Defender for Endpoint, and other related Microsoft technologies.
• Experience managing SaaS applications and a clear understanding of cloud-based service management.
• A track record of developing and optimizing operational processes that support business growth.
• Passion for scaling IT support functions to align with rapid organizational expansion, ensuring efficiency and high service quality.

Tech Stack

• Cloud
• ITSM

Benefits

• Fully remote with a monthly stipend to pay for office services and supplies
• Medical (2 plan options), dental (2 plan options), vision, health savings account with generous employer contributions, healthcare spending accounts, dependent care spending accounts, EAP, group paid life insurance, group paid STD and LTD and voluntary life/AD&D insurance, accident and critical illness options.
• 401(k) with Company match, tuition reimbursement, healthy lifestyle reimbursements.
• Open PTO, Paid holidays, bereavement leave, parental leave, caregiver leave and paid FMLA leave.
• Friends and Family Friday to end our standard workweek at 2pm local time; Full company closure during the 4th of July holiday week.
• Access to pet insurance; Access for employees and dependents to Skillable learning opportunities through our product and more!