Manager, IT Service Desk

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, develop, and manage Senior Desktop Technicians, Desktop Support Technicians, and other Service Desk staff.

• Set team objectives, performance standards, and operational metrics to support service level goals.

• Conduct performance assessments, offer constructive feedback, and create growth plans.

• Oversee staffing, scheduling, distribution of workloads, and allocation of resources.

• Direct the daily operations of the Service Desk and Desktop Support teams.

• Track service requests, incidents, escalations, and problem resolutions in accordance with SLAs.

• Act as the primary escalation point for intricate technical and operational challenges.

• Implement and uphold processes, procedures, standards, and documentation for the Service Desk.

• Analyze service performance trends and execute corrective measures.

• Supervise the deployment, configuration, maintenance, and lifecycle management of end-user devices and hardware.

• Manage workstation imaging, software packaging, operating system deployment, patch management, and device provisioning.

• Oversee user account administration and access management protocols.

• Manage endpoint management and desktop administration tools, including Microsoft Intune.

• Promote automation, standardization, self-service, knowledge management, and process enhancements.

• Collaborate with Infrastructure, Information Security, Applications, and Business Technology teams.

• Engage in IT projects to ensure Service Desk preparedness and end-user adoption.

• Oversee IT asset lifecycle management, software license compliance, and vendor support processes.

• Assist in budget planning and management of Service Desk expenditures.

• Develop and present operational reports and service metrics to IT leadership.

• Monitor KPIs such as incident resolution, customer satisfaction, service levels, technician productivity, and operational trends.

• Ensure adherence to company policies, security standards, audit requirements, SSAE18, and NIST guidelines.

• Support biannual disaster recovery testing for the Service Desk and end-user computing.

• Collaborate with the VP of IT Operations to align goals with IT strategy and escalate risks or resource needs.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related discipline; a relevant combination of education and experience may be acceptable.

• A minimum of seven (7) years of progressive experience in IT support, desktop support, or Service Desk roles.

• At least three (3) years of supervisory, team lead, or management experience in leading technical support teams.

• Experience in managing Service Desk operations, ticketing systems, service level agreements, and end-user support organizations.

• Proficiency in Microsoft Windows administration, desktop deployment, endpoint management, and troubleshooting.

• Familiarity with administering and supporting Microsoft 365 technologies and enterprise productivity applications is preferred.

• Experience with IT asset management, software distribution, patch management, and endpoint management platforms.

• Knowledge of network troubleshooting and a working understanding of TCP/IP, LAN/WAN, wireless networking, and related technologies.

• ITIL Foundation certification is preferred.

• Relevant industry certifications such as Microsoft, CompTIA, HDI, or others are preferred.

• Prior experience as a Senior Desktop Technician or in a similar senior desktop/service desk support role is highly desirable.

🏝️ Benefits

• Comprehensive healthcare plans available for you and your family.

• Discretionary 401(k) match of 50% of the first 4% of contributions.

• Discounts on fitness, restaurants, retail, and more through the employee portal.

• Customized training programs tailored to your professional growth.

• Employee referral bonuses.

• Educational reimbursement opportunities.

• Contributions to the Carrington Charitable Foundation for community support.