IT Service Desk Manager

Summary

Join Rightway as our IT Service Desk Manager to lead and mentor a team supporting 1,000 users. You will implement and optimize AI-enabled service desk software, track and report on SLAs, and ensure exceptional end-user support. The ideal candidate is an ITIL-savvy leader with 7+ years of IT support experience, including 3+ years in a service desk leadership role, and proven experience managing a service desk for 2,000 or more users. You will develop and maintain ITIL-aligned processes, collaborate with other teams, and perform basic hands-on troubleshooting. This role requires strong people management skills and the ability to handle high-pressure situations. The salary range is $125,000-$150,000 before bonus potential.

Requirements

• 7+ years of IT support experience, including 3+ years in a service desk leadership or management role
• Proven experience managing a service desk for 2,000 or more users in a high growth environment
• Directed Service Desk operations, confidently managing stakeholder relationships, expectations, and ensuring adherence to SLAs while fostering accountability and high performance
• Demonstrated ability to track, analyze, and report on service desk SLAs and KPIs
• Skilled at managing escalated issues and high-pressure situations with professionalism and empathy
• Ability to perform basic technical troubleshooting for hardware, software, networking, and account access issues
• Excellent people management skills with a focus on coaching, team development, and service excellence

Responsibilities

• Manage the daily operations of the service desk team, ensuring timely and professional resolution of all support requests
• Lead a service desk supporting 1,000 users in a fast-paced, high growth environment
• Implement, configure, and optimize AI-enabled service desk/ticketing software to streamline workflows, optimize user up-time, and improve service desk satisfaction
• Monitor, track, and report on service desk KPIs and SLAs, ensuring targets are met and service quality remains high
• Develop and maintain ITIL-aligned processes for incident, request, problem, and change management
• Provide leadership, coaching, and performance feedback to service desk staff, fostering a culture of high performance and excellent customer service
• Collaborate with systems administration and security teams to ensure efficient escalation and resolution of complex issues
• Maintain strong relationships with internal stakeholders, ensuring communication and expectations are managed effectively
• Perform basic hands-on IT troubleshooting in a macOS environment as needed to cover staff absences or address high-priority tickets
• Identify trends in support issues and recommend proactive solutions and user education initiatives
• Drive continuous improvement in processes, tools, documentation, and user communications

Preferred Qualifications

Strong working knowledge of ITIL principles and best practices; ITIL Foundation certification or similar certification is strongly preferred

Benefits

$125,000 - $150,000