Service Desk Manager

• Oversee the daily operations of the service desk
• Establish and manage problem management
• Develop and maintain service desk procedures, knowledge bases, and escalation protocols
• Monitor service performance metrics
• Collaborate with Technology leadership
• Lead and mentor a team of service desk analysts and support specialists
• Establish clear team roles, responsibilities, and performance standards
• Partner with Functional Teams
• Manage service desk tools and platforms
• Support user onboarding and offboarding
• Maintain up-to-date service desk documentation
• Provide regular reporting on service desk performance
• Identify opportunities to automate and streamline support workflows
• Stay informed about ITSM best practices
• Lead initiatives to improve first-call resolution rates
• Gather feedback from users and stakeholders

• College degree strongly preferred
• Certifications in IT service management (e.g., ITIL, HDI, CompTIA) are strongly preferred
• Extensive experience managing service desk operations in a professional services or enterprise environment
• Strong understanding of ITSM frameworks, incident management, and service delivery best practices
• Experience with service desk platforms and remote support tools
• Proven ability to lead support teams, manage escalations, and deliver high-quality service in a fast-paced environment
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills

Familiarity with legal or regulated industries

• medical
• vision
• dental
• life and disability insurance
• 401(k) plan