PURPOSE : The IT Service Desk Manager will oversee daily operations of the Service Desk, ensuring reliable and efficient IT support for approximately 250 users across four divisions. This role requires hands-on expertise with ManageEngine Service Desk Plus , leadership in ITIL-based service delivery, and broad technical knowledge spanning Microsoft environments, Dell hardware, RingCentral telephony, and various peripheral technologies. The ideal candidate is a proactive problem solver who can manage a team, implement best practices, and continuously improve service quality.
- This is an on-site only role in our HQ in Clarence, NY
Pay Range : $90 - 105K
ESSENTIAL FUNCTIONS :
LMA - leads, manages and holds accountable all direct reportsActively participates in the vetting, selection and onboarding processTrains & mentors IT Operations, Infrastructure and Cybersecurity staffConducts regular coaching (formal and JIT)Conducts performance reviews and facilitates disciplinary actions as necessaryManage and lead the IT Service Desk team, ensuring timely resolution of incidents and service requests.Administer and optimize ManageEngine Service Desk Plus for ticketing, workflows, and reporting.Ensure service operations align with ITIL principles (incident, request, problem, and change management).Oversee support for all IT systems, including :Microsoft Windows OS, Office 365, Active Directory, Exchange, Teams, and related softwareDell desktops, laptops, and accessoriesRingCentral phone systemsApple iPadsZebra label printersMultifunction copiers and scannersAct as primary escalation point for complex technical issues.Maintain IT documentation, knowledge base, and standard operating procedures.Track metrics, analyze trends, and provide regular reports to leadership on service performance and user satisfaction.Coordinate with vendors and third-party providers for system maintenance and issue resolution.Requirements
Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent combination of certifications and experience.3–5 years of progressive IT support experience, with at least 2 years in a leadership or supervisory capacity.Strong knowledge of ITIL principles and service management frameworks .Hands-on experience with ManageEngine Service Desk Plus .Proficiency with Microsoft Windows, Office 365, Active Directory, and endpoint management.Familiarity with Dell hardware, RingCentral, iOS / iPads, and business peripherals.Excellent troubleshooting, problem-solving, and communication skills.Ability to manage multiple priorities and support a distributed workforce across multiple divisions.Strong written and oral communication skills; showing professionalism and attention to detailValid driver license and ability to travel to other Seal & Design facilitiesU.S. citizenshipPreferred Certifications
ITIL Foundation Certification or equivalent proficiencyMicrosoft Certified : Modern Desktop Administrator Associate (or higher)CompTIA certifications (A+, Network+, Security+) or equivalent proficiencyManageEngine or equivalent ITSM tool certificationsBenefits
Seal & Design rewards our engaged and talented team with competitive salaries and generous, comprehensive benefit packages which include :
Medical / Dental / Vision Plans401(k) and profit sharingPaid Time OffBonusesPaid HolidaysLife InsuranceYearly Performance Reviews