Manager, Service Desk

A Day in the Life of a Manager, Service Desk (IT)

A Day in the Life of a Service Desk Manager is fast‑paced, people‑focused, and impact‑driven. In this role, you oversee the daily operations of the Service Desk team, ensuring IT service requests and incidents are resolved efficiently and effectively. You coordinate workflows, prioritize incoming requests, and ensure the team delivers consistent, high‑quality support that keeps the organization running smoothly.

Beyond daily operations, you lead and mentor a team of service desk professionals, implementing best practices that enhance customer satisfaction and service delivery. You are responsible for maintaining SLAs, tracking and reporting on performance metrics, and collaborating with other IT teams to continuously improve support processes and outcomes.

This role is ideal for a leader who thrives in a collaborative environment and is passionate about delivering exceptional IT service.

Responsibilities

Own the end‑to‑end Service Desk experience, supporting laptops, mobile devices, IP phones, printers, AV, Microsoft 365, and business‑critical applications

Lead and empower the IT Service Desk Team, setting priorities, schedules, and best practices to ensure consistent, high‑quality support

Be the front line of technology support, resolving Tier 1‑3 incidents with urgency, professionalism, and a customer‑first mindset

Drive operational excellence, managing tickets, meeting SLAs, and ensuring incidents and requests are fully resolved to user satisfaction

Proactively manage incidents and outages, coordinating escalations, communications, and emergency response across the organization

Continuously improve service delivery by analyzing trends, reporting on key metrics, and implementing processes and cost‑efficiency improvements

Shape the future of IT by evaluating, testing, and recommending new hardware, software, and service desk technologies

Create clarity and consistency through strong documentation, knowledge base management, and end‑user training

Collaborate cross‑functionally with internal teams and external partners to solve complex technical challenges

Provide on‑call and onsite support when needed, ensuring reliable 24 / 7 coverage and seamless conference room and guest technology experiences

Experience & Education

Bachelor's degree in computer science, Information Technology, or equivalent practical experience

8+ years of hands‑on experience within a technology organization

2+ years in a Service Desk leadership role managing 5‑10 employees in a 24 / 7 environment

Strong experience with collaboration tools such as Microsoft Teams and Zoom

Proven experience working in layered security environments (virus protection, MFA, Intune)

Experience with cloud‑based VoIP solutions (RingCentral preferred)

First Onsite provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

First Onsite (and its Companies) participates in E‑Verify. We will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS) with information from each new employer's Form I‑9 to confirm work authorization.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Third party resume submissions are not accepted. Any resume submitted will be considered the property of THE COMPANY, and THE COMPANY will not be held liable to pay a placement fee.

Seniority level : Mid‑Senior level. Employment type : Full‑time. Job function : Other. Industries : Medical Practices.

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