IT Service Desk Manager

Overview

We are seeking an experienced IT Service Desk Manager to oversee the supervision, management, and coordination of a centralized Service Desk team. This hybrid role is responsible for ensuring the timely delivery of high-quality customer service, incident resolution, and request fulfillment in a fast-paced, 24 / 7 environment. The IT Service Desk Manager will play a key role in maintaining end-user satisfaction, supporting firm-wide technology initiatives, and leading a team of Service Desk professionals.

Responsibilities

• Supervise IT Service Desk Supervisors and Analysts to ensure exceptional customer support.
• Oversee the support and maintenance of all computers and printers, ensuring timely resolution of technical issues.
• Manage scheduling of Service Desk resources to maintain 24 / 7 coverage and responsiveness.
• Provide staffing recommendations and career development guidance, including training paths for team members.
• Collect and analyze metrics to optimize Service Desk operations and reduce recurring issues.
• Perform administrative tasks such as approving leave requests, processing timecards, and conducting annual reviews.
• Develop, recommend, and document improvements to IT service delivery processes.
• Conduct incident trend analysis and provide recommendations to reduce repeat issues.
• Maintain and enhance the support services knowledge database.
• Provide feedback to training teams to ensure end-user programs are effective.
• Oversee location-specific technology projects (e.g., laptop replacement initiatives).
• Collaborate with IT leadership and other departments to support projects and firm-wide initiatives.
• Ensure compliance with organizational IT policies and procedures.

Qualifications

The anticipated base salary range for this role is $136,160 - $185,000 , depending on qualifications, experience, education, certifications, and work location.