IT Service Desk Manager

$90,000 - $115,000

Full Time

  • Work from home


KPIKey Performance IndicatorsService Level AgreementsSLAServiceNowPeople managementService DeskHelpdeskIT ManagementService Delivery

Job Description

TITLE: Service Desk Support Manager
LOCATION: Kettering, OH
WORK SCHEDULE: Onsite 3x/week
TYPE: Permanent / Direct Hire 


*No third parties*

The Service Desk Support Manager will be responsible for direct supervision of the Service Desk and End User team and related operations/projects. The Service Desk Support Manager will ensure that service and support is provided to our customers at agreed upon levels and expected quality. The Service Desk Support Manager will have the opportunity to make a large impact to the organization by introducing, or improving upon existing, technology solutions. Other duties:

  • Hire, coach, mentor, promote and performance manage direct reports
  • Manage incoming customer requests via multiple channels including e-mail, phone and walk-up
  • Technical escalation for resolution of complex technical issues
  • Order, receive and process invoicing for hardware, software and services
  • Identify, measure and report on key performance indicators that produce desired results
  • Identify areas of opportunities, propose and implement solutions
  • Improve effectiveness of the team members by promoting an environment of knowledge sharing
  • Manage spend against the Service Desk budget/cost center


  • Bachelor's degree in Computer Sciences or equivalent relevant work experiences.
  • 3+ years of experience:
    • Implementing and administration of a ServiceNow environment and applications
    • Identifying, reporting and managing Key Performance Indicators (KPI's) and Service Level Agreements (SLA's)
  • 5+ years of experience:
    • Managing a team of five (5) or more technical Service Desk individuals in a high-growth distributed environment
    • Leading a service/help desk work queue
    • Managing end-user hardware ordering and troubleshooting (desktops, laptops, printers, phones, etc.)
    • Supporting end-user operating system and applications deployments (Windows, Office, etc.)
    • Troubleshooting end-user networking issues (wired, wireless, VPN, etc.)
  • Capable of all physical demands.


  • Strong communication and relational skills with the ability to work with a wide range of audiences.
  • Strong leadership with the ability to motivate the team.
  • Strong analytical and problem-solving skills, with an ability to handle multiple priorities.
  • Proven ability to prioritize, multi-task and adapt to a fast-paced team environment.
  • Attention to detail is critical, as is being observant and following directions.
  • Problem solving and create solutions to drive to a course of action