Senior IT Service Desk Manager

Job Title: Senior IT Service Desk Manager

Location: Remote
Employment Type: Long-Term Contract

Concept is that this person has to watch over the desk- Helping to provision users login issues Desktop issues - onboarding reporting provided L1 support structure talking to business users understanding their problems etc extremely customer facing.

Less technical more leadership strategy direct

POSITION PURPOSE

Liberator Medical Supply, a BD company, seeks a passionate and strategic Service Desk Leader to transform Operational support of our end users and internal teams.

We are seeking a dynamic and experienced Senior IT Service Desk Manager to lead and elevate our IT Service Desk operations. This critical role will oversee a comprehensive range of responsibilities, including Level 1 (L1) and Level 2 (L2) incident resolution, Identity and Access Management (IAM), end-user support, desktop and software provisioning, license management, IT Service Management (ITSM) processes, telephony support, and critical incident management.

As the primary IT and user-facing contact for the organization, this leader will collaborate across teams, drive operational excellence, and ensure a proactive, shift-left approach to service delivery. The role also requires strong expertise in Jira, the Microsoft cloud ecosystem, and process and technical automation. Managing a mix of local resources and offshore contractors, the ideal candidate will bring technical expertise, exceptional communication skills, and a results-driven mindset.

PRIMARY DUTIES AND RESPONSIBILITIES:

Service Desk Leadership & Operations

• Oversee and manage the IT Service Desk team, including local and offshore resources, to provide exceptional L1 and L2 support.
• Monitor, analyze, and improve service desk performance metrics and SLAs to ensure prompt and effective resolution of incidents and service requests.
• Implement a proactive shift-left strategy to reduce recurring issues and improve first-call resolution rates.

Identity and Access Management (IAM)

• Lead IAM processes to ensure secure and efficient provisioning, de-provisioning, and access management for all systems and applications.
• Collaborate with security teams to enforce policies and compliance standards.

End-User Support & Desktop Services

• Oversee desktop and end-user support, including hardware, software, and peripheral devices.
• Manage software provisioning, desktop software procurement, and license compliance.
• Optimize procurement strategies to align with budgetary constraints while maintaining operational excellence.

ITSM Processes & Governance

• Establish and enforce ITSM processes, including incident, problem, change, and request management.
• Drive governance initiatives to ensure alignment with organizational goals and compliance with standards.
• Ensure integration of ITSM tools with other platforms for better operational insights and efficiency.

Critical Incident & Telephony Support

• Act as the escalation point for critical incidents, ensuring timely communication and resolution.
• Oversee telephony support, including VoIP systems, to maintain seamless communication channels.

Cost Management & Budgeting

• Develop and manage budgets for IT service desk operations, including staffing, tools, software, and hardware.
• Identify cost-saving opportunities while maintaining service quality and compliance.

Jira Software Suite Mastery

• Leverage Jira to enhance ITSM workflows, manage tasks, and track related work items and deliverables
• Ensure effective use of Jira dashboards, reports, and integrations to improve visibility and team performance.
• Develop, deliver and maintain quarterly business reviews, sharing strategic KPIS, and associated action plans

Microsoft Cloud Ecosystem Expertise

• Manage and optimize services across Microsoft s cloud ecosystem, including Office 365, Azure, and Intune.
• Drive adoption of Microsoft tools to streamline workflows and enhance collaboration.

Automation Initiatives

• Lead efforts to identify and implement process and technical automation to improve efficiency and reduce manual effort.
• Collaborate with technical teams to integrate automation solutions within service desk operations.

Emerging Trends and Best Practices

• Stay updated on industry trends and emerging technologies in IT service management and end-user computing.
• Recommend and implement best practices to enhance the service desk s capabilities and relevance in a rapidly evolving landscape.

REPORTING RELATIONSHIP RESPONSIBILITIES

No supervisory responsibilities.

Provides work direction only.

Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline, and discharge.

MINIMUM REQUIREMENTS OR QUALIFICATIONS (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions)

1. Bachelor s degree in information technology, Computer Science, or related field (Master s preferred).
2. 8+ years of experience in IT service desk management or related roles, with 3+ years in a senior leadership position.
3. Strong technical skills across service desk platforms, IAM, desktop support, telephony systems, and ITSM tools.
4. Proven experience with Jira software suite and Microsoft cloud ecosystem (Office 365, Azure, Intune).
5. Expertise in ITSM frameworks such as ITIL (certifications preferred).
6. Experience implementing process and technical automation within IT operations.
7. Proven experience managing offshore contractors and distributed teams.
8. Exceptional communication, problem-solving, and leadership abilities.
9. Demonstrated ability to drive process improvements and instill a proactive, customer-first mindset.

PHYSICAL DEMANDS(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) While performing the duties of this job, the employee is frequently required to talk or hear, walk, sit; use hands to finger, handle, or feel. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 lbs.

WORK ENVIRONMENT (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.) While performing the duties of this position, the employee performs tasks in a temperature-controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.

DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position. The Company officers, mid-level, and entry level management staff may assign additional duties and responsibilities as needed. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties requested by their supervisor in compliance with Federal and State Laws.