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IT Service Desk Manager

Evapco
Taneytown, USA
Full-time
Senior Level
Onsite
Discovered 1 months ago

Full Job Posting

  • Lead, schedule, coach, and mentor a team of service desk technicians and support analysts, fostering a customer-first, continuous-improvement culture
  • Own performance management activities, including goal-setting, regular one-on-one meetings, professional development planning, and constructive feedback
  • Manage staffing coverage and shift scheduling to provide consistent support availability across global time zones as needed
  • Define, monitor, and continuously improve key performance indicators and service level agreements, including first-call resolution, ticket aging, and customer satisfaction
  • Analyze service trends, recurring issues, and root causes to improve resolution times and the overall end-user experience
  • Use operational data and customer feedback to prioritize service improvements and align support delivery with business goals
  • Serve as the business owner and administrator for IT Service Management system, including queue configuration, workflows, automation, and reporting dashboards
  • Maintain and enhance the knowledge base and end-user self-service capabilities to reduce avoidable tickets and empower users
  • Drive strategic initiatives to modernize service desk tools, processes, and support capabilities
  • Manage incident, problem, and change management lifecycles in alignment with ITIL best practices
  • Coordinate escalations, major incident response, stakeholder communications, and post-incident reviews
  • Identify corrective actions and process improvements that drive lasting resolution and greater service maturity
  • Oversee IT asset management (ITAM) and mobile device management (MDM) processes, ensuring accurate inventory, lifecycle tracking, and compliance
  • Partner with security and infrastructure teams to ensure endpoints are provisioned, patched, and managed to corporate standards
  • Support consistent processes for device deployment, replacement, transfer, recovery, and retirement
  • Manage relationships with third-party vendors and service providers and hold them accountable to contractual service levels
  • Serve as the primary escalation point for complex, high-impact, or business-critical support issues
  • Communicate service status, initiatives, risks, and outcomes effectively to technical and non-technical stakeholders
  • Produce clear, actionable performance and operational reports for IT leadership and business stakeholders
  • Present service trends, performance results, improvement plans, and recommendations in a concise and business-focused manner
  • Bachelor's degree in Information Technology, a related technical or business discipline, or equivalent professional experience
  • Five or more years of experience in a Service Desk Manager or equivalent IT support leadership role
  • Demonstrated experience leading, coaching, and developing technical support teams in an enterprise environment
  • Strong working knowledge of ITIL service management practices
  • Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical audiences
  • Customer-focused, performance-driven approach with strong problem-solving, reporting, and stakeholder management skills
  • ITIL 4 Foundation or higher
  • HDI Support Center Manager or HDI Support Center Team Lead
  • CompTIA A+, Network+, or Security+
  • Microsoft 365, Modern Desktop, Endpoint Administrator, Azure, or Identity and Access certifications
  • PMP, CAPM, Agile, or Scrum credentials

• Incident, Problem & Change Management

  • ServiceNow, Freshservice, Jira Service Management, or other ITSM Platform Administration

• Microsoft 365 Administration & Support

  • Microsoft Entra ID, Microsoft Intune, Windows & Active Directory

• Microsoft Power Automate & Power Apps

  • IT Asset Management (ITAM) & Mobile Device Management (MDM)
  • Service Level, KPI, CSAT & Operational Reporting
  • Vendor Management, Escalation Management & Stakeholder Communication
  • The salary range consists of base pay and most recent profit sharing bonus amounts

• Medical, Vision, & Dental Insurance

  • Employee Stock Ownership Program – we are an employee-owned company
  • Profit Sharing Bonus – which is paid twice per year
  • (k)larity Plan - Voluntary Employee Retirement Savings Plan
  • Paid Holidays
  • Paid Vacation
  • Paid Maternity and Paternity Leave
  • Bereavement Pay
  • Company Paid Basic Life Insurance equivalent to base salary, with option for Supplemental Life election

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