IT Service Desk Manager

Job Description

Job Description

Saronic Technologies is a leader in revolutionizing defense autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations for the Department of Defense (DoD) through autonomous and intelligent platforms.

About the Role

Saronic is a rapidly growing defense technology company seeking a Service Desk Manager to oversee enterprise IT support operations across a geographically distributed workforce, including international personnel. The Service Desk Manager will be responsible for the day-to-day management of service desk operations to ensure employees and business teams receive timely, high-quality support. In addition to maintaining daily operations, this role will be responsible for developing and scaling the team, processes, and technologies, and continuously enhancing service levels. The Service Desk Manager will also serve as the primary liaison between the service desk and the rest of the business, ensuring IT support aligns with organizational priorities and mission requirements.

Key Responsibilities

• Manage day-to-day operations of the Service Desk, ensuring incidents, requests, and escalations are addressed efficiently.
• Manage and mentor a distributed and international support team, providing leadership, training, and career development.
• Help to build and scale the Service Desk organization, including staffing, processes, and technologies, to meet the demands of a fast-growing company.
• Define, monitor, and report on Service Desk metrics, KPIs, and SLAs, ensuring alignment with ITIL / ITSM best practices.
• Ensure that all SOPs, processes, and workflows are documented, audited, and continuously improved.
• Conduct and present operational performance reviews with leadership, articulating the Service Desk’s contributions to business success.
• Oversee support for A / V systems and conference room technologies, ensuring reliable performance for secure domestic and international operations.
• Provide operational support for collaboration and cloud computing platforms in compliance with defense industry standards.
• Plan and manage organization-wide technology enhancements and upgrades.
• Lead efforts to design, implement, and maintain automation workflows and API integrations to improve efficiency and reduce manual work.
• Collaborate cross-functionally with security, engineering, and operations teams to ensure IT support enables organizational and mission success.
• Serve as the escalation point for high-priority technical issues, coordinating resolution across teams as needed.
• Coordinate and manage expectations of stakeholders, including customers, leadership, and technical teams.
• Provide forward-thinking solutions that enhance Service Desk operations, while remaining adaptable to evolving technologies and requirements.

Qualifications

Preferred :

Benefits

Physical Demands

This role requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person” : (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3).

Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.