Manager, IT Service Desk

What you ll do: Enforces service delivery standards and operational metrics established in partnership with the VP of IT Operations, manages team performance, prioritizes day-to-day operational activities, oversees escalated technical issues, and drives team-level continuous improvement initiatives designed to enhance customer satisfaction, operational efficiency, and technology adoption. Serves as a key liaison between business units and IT, ensuring technology services effectively support organizational objectives. This position sits organizationally between individual contributor Service Desk staff (including Sr. Desktop Technicians) and IT leadership, reporting to the VP of IT Operations and serving as the primary point of accountability for day-to-day Service Desk performance between those levels. Performs all duties in accordance with the company's policies and procedures and all applicable federal, state, and local laws and regulations. Leadership & Management • Lead, coach, develop, and manage a team of Sr. Desktop Technicians, Desktop Support Technicians, and other Service Desk personnel. • Establish team-level goals, performance expectations, and operational metrics that support Service Desk-wide service level objectives set by IT leadership. • Conduct performance evaluations, provide ongoing feedback, and create development plans to support employee growth and succession planning. • Oversee staffing, scheduling, workload distribution, and resource allocation to ensure appropriate service coverage and timely issue resolution. • Foster a customer-focused culture centered on service excellence, accountability, collaboration, and continuous improvement. • Manage employee relations matters in accordance with company policies and practices. Service Desk Operations • Direct day-to-day Service Desk and Desktop Support operations, ensuring efficient and effective support for end-user technology services. • Monitor service requests, incidents, escalations, and problem resolution activities to ensure compliance with established service level agreements (SLAs). • Serve as the primary escalation point for complex technical and operational issues. • Implement, enforce, and maintain Service Desk processes, procedures, standards, and documentation; serve as a content contributor to the development and periodic review of enterprise-level standards led by the VP of IT Operations. • Analyze service performance trends and implement corrective actions to improve service quality, responsiveness, and customer satisfaction. • Ensure consistent execution of incident, request, problem, asset, and change management processes using the company's incident management system (e.g., ManageEngine ServiceDesk). • End-User Computing & Desktop Services • Oversee the deployment, configuration, maintenance, and lifecycle management of desktop computers, laptops, mobile devices, peripherals, and related hardware. • Ensure the team effectively supports operating systems, business applications, productivity tools, printing services, and endpoint technologies. • Manage workstation imaging, software packaging, operating system deployment, patch management, and device provisioning processes. • Oversee user account administration and access management in accordance with company information security policies and standards. • Ensure proper support for hardware installations, upgrades, relocations, and equipment refresh initiatives. • Manage enterprise endpoint management and desktop administration tools, including Microsoft Intune and comparable platforms, to support device inventory, software deployment, remote support, patching, and compliance activities. • Technology & Process Improvement • Identify opportunities to improve Service Desk efficiency through automation, standardization, self-service technologies, and process enhancements. • Partner with Infrastructure, Information Security, Applications, and Business Technology teams to resolve systemic issues and improve service delivery. • Maintain knowledge management processes and ensure support documentation remains accurate and current, contributing team-level insight to broader knowledge management strategy led by IT leadership. • Evaluate emerging technologies and recommend solutions that enhance user productivity and supportability. • Participate in IT projects and initiatives, ensuring Service Desk readiness and successful end-user adoption. • Asset & Vendor Management • Oversee IT asset lifecycle management processes, including procurement coordination, inventory controls, deployment tracking, and equipment disposal. • Ensure software license compliance and effective management of approved software inventories. • Coordinate vendor support services and maintain productive relationships with technology suppliers and service providers. • Assist in budget planning, forecasting, and management of Service Desk-related expenditures. • Reporting & Complian...