Service Desk Manager Job at Alter Domus (Carmel)

Service Desk Manager

The Service Desk Manager is responsible for leading and managing technical suppo...

Location

Malta , Birkirkara

Salary:

Not provided

Alter Domus

Expiration Date

Until further notice

Requirements

Degree in Computer Science, Information Technology, or related field (or equivalent experience)
7+ years of IT support experience
3+ years in a service desk leadership or management role
Experience managing global or multi-site support operations
Proven track record supporting international, geographically distributed user base
Experience managing Active Directory in enterprise global environments
Experience with ITSM and ITIL framework
Microsoft Technologies: Windows 10/11, Windows Server, Office 365/Microsoft 365 (global tenant management)
Global ITSM Tools: Advanced experience with ServiceNow, Jira Service Management, or similar enterprise platforms
Remote Support Tools: Global remote support solutions (TeamViewer, Bomgar, LogMeIn, etc.)

Job Responsibility

Manage work schedules, follow-the-sun support model, and resource allocation
Coordinate with regional service desk supervisors and team Tech leads
Conduct performance reviews and provide coaching across different time zones and cultures
Recruit, onboard, and train service desk staff in various countries
Ensure efficient resolution of Level 1 and Level 2 support requests globally
Coordinate escalations across regional technical teams
Utilize and optimize enterprise ITSM ticketing systems for global operations
Support diverse Windows desktop/laptop environments across regions
Troubleshoot complex escalated issues affecting multiple locations
Oversee Office 365/Microsoft 365 support for global tenants

What we offer

Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning
Support for professional accreditations such as ACCA and study leave
Flexible arrangements, generous holidays, plus an additional day off for your birthday
Continuous mentoring along your career progression
Active sports, events and social committees across our offices
24/7 support available from our Employee Assistance Program
The opportunity to invest in our growth and success through our Employee Share Plan
Plus additional local benefits depending on your location

Fulltime

Service Desk Manager

The Service Desk Manager is responsible for ensuring the Service Desk team deliv...

Location

United States , Boca Raton

Salary:

Not provided

R2 Unified Technologies

Expiration Date

Until further notice

Requirements

5+ years of experience in a Managed Services Provider (MSP) environment
3+ years leading Service Desk or frontline technical support teams
Strong working knowledge in one or more of the following: Microsoft Azure infrastructure services (VMs, networking, identity, backups, resource management) or Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ID)
Strong working knowledge of ITIL-based Incident and Major Incident Management processes
Demonstrated experience operating in SLA-driven environments
Experience supporting multiple external clients simultaneously
Strong executive-level and client-facing communication skills
Proven ability to manage high-volume ticket queues and drive resolution performance

Job Responsibility

Assign, respond to, and oversee service requests and incidents received via phone, email, and the ticketing system, ensuring timely and complete resolution
Monitor and regularly review ticket queues to ensure proper prioritization, categorization, and SLA compliance across all managed clients
Assist with prioritizing, assigning, and re-assigning tickets as operational needs require, including managing recurring tickets and workflow rules
Serve as the primary escalation point for Service Desk team members, assisting with troubleshooting desktop, network, systems, security, cloud, and voice-related issues
Respond to complex technical issues and coordinate resolution efforts to ensure cases are resolved in a timely, effective, and professional manner
Escalate infrastructure-related issues and partner with Engineering teams for advanced network and systems support when required
Ensure customers are notified of critical incidents, outages, and service-impacting issues in a timely and professional manner, maintaining a “white-glove” service standard
Work within defined SLAs for the business and ensure regular, accurate status updates are communicated internally and externally
Schedule maintenance and coordinate planned service activities for team members
Update and create internal documentation, knowledge base articles, and service desk procedures to improve consistency and efficiency

What we offer

401k Including matching
Profit sharing Share in the success
Paid time off Unlimited PTO
100% Covered Medical & Dental
Life Insurance
ST & LT Disability

Fulltime

Service Desk Manager

Location

United States , Albany

Salary:

Not provided

GENESYS Consulting Services

Expiration Date

Until further notice

Requirements

Excellent communication, coaching, and stakeholder-management skills
Bias for action, structure, and continuous improvement
Proven success leading a service desk or IT support team in a metrics-driven environment
Strong familiarity with information technology service management (ITSM) platforms (Freshservice, ServiceNow, or similar)
Demonstrated experience with Microsoft 365, Microsoft Entra ID (formerly Azure AD), Intune, and modern endpoint management
Possesses strong computer skills, including experience using Microsoft applications (e.g., Project, PowerPoint, Word, Excel, Outlook, Visio, SharePoint)
A bachelor’s degree in information technology, computer science, or a related field (preferred) and seven years of relevant experience, with at least three years in a leadership role

Service Desk Manager

We are looking for an experienced Service Desk Manager to oversee the daily oper...

Location

United States , Irmo

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Minimum of 5 years of experience in service desk or help desk management roles
Strong proficiency in IT service management (ITSM) tools and practices
Experience working in a high-volume call center environment
Proven ability to monitor and report on KPIs to drive performance improvements
Familiarity with SaaS applications and Active Directory
Excellent leadership and team management skills
Strong problem-solving abilities and customer service orientation
Effective communication skills, both written and verbal

Job Responsibility

Lead and manage the service desk team to ensure timely resolution of support tickets and adherence to service level agreements
Monitor and report on key performance indicators (KPIs) to evaluate the team's performance and identify areas for improvement
Oversee the implementation and management of IT service management (ITSM) tools and processes
Coordinate deskside support services to address technical issues effectively and maintain high customer satisfaction
Manage the service desk's operations within a high-volume call center environment, ensuring consistency and reliability
Develop and enforce policies and procedures to standardize service desk operations
Collaborate with other departments to improve workflows and optimize support services
Provide training and guidance to team members to enhance their technical skills and customer service capabilities
Ensure compliance with organizational standards and regulatory requirements related to IT services
Address escalations and complex technical issues, ensuring prompt and satisfactory resolution

What we offer

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

Service Desk Manager

We’re seeking a Manager, Service Desk to lead and evolve Crusoe’s Service Desk f...

Location

United States , San Francisco

Salary:

125000.00 - 150000.00 USD / Year

Crusoe

Expiration Date

Until further notice

Requirements

5+ years of experience in a Service Desk leadership or lead role, with demonstrated success managing teams and outcomes
Strong customer service instincts with the ability to balance empathy, clarity, and operational discipline
Proven experience using data and metrics to drive continuous improvement and executive-level reporting
Expertise building and maintaining service metrics dashboards (queue health, SLA performance, CSAT, deflection, documentation quality)
Advanced administration experience with Google Workspace and Okta, including lifecycle management and security auditing
Solid understanding of endpoint management (Jamf, Intune), MDR/XDR platforms, and networking fundamentals

Job Responsibility

Leading, mentoring, and developing a team of Service Desk Technicians through structured coaching, delegation, and knowledge transfer
Designing and operating scalable, repeatable processes for user provisioning, offboarding, incident management, and request fulfillment
Using ticketing data and KPIs (NPS, CSAT, resolution time, SLA adherence) to identify trends, eliminate root causes, and report on team health
Acting as a primary stakeholder for IT security operations, including access audits, termination workflows, and security protocol enforcement
Leading cross-functional projects such as office expansions, hardware lifecycle refreshes, and SaaS migrations
Serving as a trusted escalation point for complex user issues and ensuring a consistent “white-glove” service experience

What we offer

Restricted Stock Units in a fast growing, well-funded technology company
Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents
Employer contributions to HSA accounts
Paid Parental Leave
Paid life insurance, short-term and long-term disability
Teladoc
401(k) with a 100% match up to 4% of salary
Generous paid time off and holiday schedule
Cell phone reimbursement
Tuition reimbursement

Fulltime

Service Desk Manager

Service Desk Manager to lead daily service desk operations, delivering efficient...

Location

United States , Nashville

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

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

Job Responsibility

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

What we offer

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

Service Desk Manager

The Service Desk Manager will be responsible for the management of 24 x7 x 365 R...

Location

India , Vadodara

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Extensive Service Desk Management in a Managed Service environment working to ITIL methodology
Excellent organisational skills with the ability to work calmly under pressure, multitask and prioritise
Excellent interpersonal skills and the ability to work both independently and as part of a team
Excellent written and verbal communication skills
Excellent people management skills
Ability to lead and motivate a highly productive Service Desk team in a pressurised environment
Experience transforming immature service desk functions, to maturity (processes & people)
Very strong stakeholder management and communication skills

Job Responsibility

Day to day management of IT Staff and associated functional processes of PMC’s Service Desk 24x7x365 operating from India and UK offices, resolving Incidents within contractual SLAs
Work in a 24x7x365 environment ensuring the right level of Management support is always available to the Service Desk team
Responsible for the management of resources and shift schedules, ensuring they operate effectively factoring in holiday, unplanned absence, training, ticket volume peaks and troughs associated with seasonable ticket volumes
Responsible for successfully setting up a technical training function within Managed Services
Develop, implement, and manage Service Desk standards and operating procedures
Responsible for your team’s adherence to processes and procedures implemented to conform to contractual requirements and to maintain our accreditations e.g. ISO27001
Accountable for appraisals being conducted for all team members by your respective team leaders
Report on the Productivity and quality KPIs to Head of Service Desk and Managed Services Director on a daily, weekly and monthly basis as required
Train, coach and mentor your direct reports and other service desk members including the creation of career development plans
Manage staff recruitment, new starter procedures and staff retention

Fulltime

MSP Service Desk Manager

We are looking for a skilled MSP Service Desk Manager to lead and oversee servic...

Location

United States , Lake Forest

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Minimum of 3 years of experience in IT service desk management or related roles
Proven ability to lead and coordinate technical teams in a high-volume service environment
Proficiency with ticketing systems, such as ConnectWise or similar platforms
Strong knowledge of Active Directory, ITSM principles, and service desk ticket management
Excellent decision-making and multitasking skills, particularly under pressure
Exceptional communication skills, both written and verbal, with a customer-centric approach
Familiarity with Windows environments, networking basics, and Office 365 or Google Workspace
Experience working with compliance frameworks and service desk metrics, such as SLAs and KPIs

Job Responsibility

Supervise daily service desk activities to ensure high-quality support and client satisfaction
Provide leadership and mentorship to service desk staff, fostering attention to detail and a collaborative work environment
Manage ticket assignments, schedules, and technician workloads to ensure timely resolution and adherence to service level agreements
Oversee incident triage and prioritize tickets based on urgency and business impact
Communicate effectively with clients, providing updates and resolving service-related issues promptly
Monitor service metrics, including ticket volume, response times, and technician utilization, to identify areas for improvement
Implement process enhancements to optimize service desk operations and maintain compliance with organizational standards
Serve as the escalation point for complex technical issues and client concerns
Collaborate with leadership to refine policies, procedures, and workflows for improved efficiency
Ensure accurate documentation and time tracking for audit readiness and operational reporting

What we offer

medical, vision, dental, and life and disability insurance
eligible to enroll in our company 401(k) plan

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