Information Technology Service Desk Manager (Ewing)

Were searching for an IT Service Desk Manager who isnt just keeping the lights on but shaping how support feels, functions, and evolves. This leader brings fresh ideas, a people-first mindset, and the technical backbone to run a high-performing support operation. If you thrive in fast-moving environments and love turning chaos into clarity, this role calls your name.

Location : Onsite

Type : Direct Hire

Start Date : January

Key Responsibilities

• Lead and mentor the service desk team, driving excellence in customer service and technical troubleshooting.
• Manage daily ticket flow, ensuring timely resolution, accurate triage, and proper escalation paths.
• Introduce and refine innovative support practices that improve speed, quality, and user satisfaction.
• Partner with IT leadership to develop and implement service strategies, SOPs, and performance metrics.
• Oversee onboarding / offboarding processes, device provisioning, and common enterprise support needs.
• Build strong relationships with internal customers, turning feedback into actionable improvements.
• Track KPIs, analyze trends, and deliver insights that shape staffing, training, and process decisions.
• Ensure compliance with security standards, IT policies, and change management guidelines.
• Collaborate cross-functionally with infrastructure, network, and application teams to resolve complex issues.
• Champion a culture of learning, ownership, and proactive problem-solving.

Required Experience & Skills