IT Service Desk Manager
Allan MyersWorcester, PA, United States10 days ago
Job type
- Full-time
Job descriptionEnsure adherence to ITIL standards and drive process improvements. Develop and monitor SLAs, KPIs, and service metrics to ensure high performance and compliance. Implement automation within ITSM tools to streamline ticket routing, escalation, and resolution Operational Excellence Ensure timely resolution of technical issues and service requests. Develop and maintain knowledge base articles and support documentation Customer Experience Champion user satisfaction through proactive communication and service quality. Conduct regular service reviews and feedback sessions with stakeholders. Use automated surveys and feedback tools to measure and improve customer satisfaction. Technology and Tools Collaborate with infrastructure and application team to resolve systemic issues. Drive automation efforts for Support onboarding / offboarding processes and asset lifecycle management. Field Engagement : Own startup and shutdown process for remote job sites, ensuring timely deployment and decommissioning of IT services. Coordinate the provisioning of network connectivity, hardware, and access to corporate resources to enable seamless operations for remote users. Work closely with operations and infrastructure teams to ensure readiness and compliance with IT standards. Bachelor's degree in Information Technology, Computer Science, Business, Engineering, Finance, or a related field Relevant certifications, such as PMP or ITIL V4 Foundation are advantageous. Preferred Certifications : Microsoft Certified : Modern Desktop Administrator Associate HDI Support Center Manager or similar service desk leadership certification Bachelor's degree in Information Technology, Computer Science, Business, Engineering, Finance, or a related field Relevant certifications, such as PMP or ITIL V4 Foundation are advantageous. Preferred Certifications : Microsoft Certified : Modern Desktop Administrator Associate HDI Support Center Manager or similar service desk leadership certification 8-10 years of IT experience, including 3+ years in a leadership role. Experience managing IT support for 2,000+ end users across multiple locations or business units. Demonstrated experience implementing and managing ITIL-based processes (incident, problem, change, request fulfillment) Experience in training and coaching service desk staff, including performance management and career development. Proven success in developing and executing process improvement initiatives to enhance service delivery and operation efficiency. Hands-on experience with ITSM platforms such as Freshservice, ServiceNow, or Jira, as examples. Experience in developing and reporting on SLA's, KPIs, and customer satisfaction metrics. In-depth experience with enterprise IT environments, including Active Directory, Microsoft 365, endpoint management, and remote support tools. Experience implementing automation in service desk operations, including scripting, workflow design, and tool integration. Strong understanding of ITIL v4 principles and ITSM frameworks. Excellent technical troubleshooting and problem-solving skills. Proficiency in Windows, iOS, network fundamentals, and common enterprise applications. Experience with scripting and automation tools ( e.g., ITSM tool workflows, PowerShell, Python). Strong written and verbal communication skills. Project management skills, including planning, execution, and stakeholder coordination. People management skills, including team development, coaching, and performance management. Ability to manage multiple priorities and work under pressure.
IT Service Desk Manager
Job Locations
US-PA-Worcester
ID
2025-13579
# of Openings
Category
Information Technology
Responsibilities
Position Summary :
The IT Service Desk Manager is responsible for overseeing the day-to-day operations of the IT Service Desk, ensuring the delivery of high-quality technical support and customer service to end users. This role manages a team of service desk technicians, analysts and leads, sets performance standards, and drives continuous improvement in service delivery aligned with ITIL best practices.
The manager serves as the primary point of escalation for complex issues, coordinates with infrastructure, applications, and data teams, and ensures incidents, service requests, and problems are resolved within agreed service levels. They are responsible for ensuring proper development and maintenance of knowledge base resources, optimize workflows through automation and reporting, and monitor performance metrics to identify trends and opportunities for process improvement.
The IT Service Desk Manager also partners with both internal and external teams to understand evolving technology needs, translates them into service improvements, and fosters a customer-focused culture within the IT organization. This position requires strong leadership, technical expertise, and the ability to balance operational excellence with strategic planning.
Responsibilities :
Leadership and Management
- Lead, mentor, and develop a team of service desk technicians, analysts, and leads.
- Manage staffing, scheduling, and performance evaluations
- Foster a culture of accountability, collaboration, and customer-centricity.
- Identify opportunities to automate routine tasks and workflows to improve team efficiency.
- ITSM and ITIL Process Ownership
Oversee incident, request, problem, and change management processes
Manage the day-to-day operations of the IT service desk.
Serve as the escalation point for complex or high-impact issues
Administer and optimize ITSM platform.
Visit company locations to evaluate technology needs, provide support, and gather user feedback on IT services.
Education & Certification :
ITIL v4 Intermediate or Managing Professional
Qualifications
Education & Certification :
ITIL v4 Intermediate or Managing Professional
Experience :
Required Skills and Knowledge :
Create a job alert for this search
Service Desk Manager • Worcester, PA, United States
Related jobs
Coordinate and manage IT Deskside Support services at Thermo Fisher Scientific, in Allentown, PA.IT Services infrastructure within a large environment.
Demonstrated ability to lead projects and dele...Show moreLast updated: 30+ days ago
We are seeking a motivated and detail-oriented.The ideal candidate will have a strong foundation in troubleshooting, system monitoring, and customer service.
Provide technical support to end users f...Show moreLast updated: 7 days ago
IT Project Manager- Enterprise Business Operations - Onsite 5 days a week.Show moreLast updated: 21 hours ago
You're an important part of our future.Hopefully, we're also a part of your future! At B.Braun, we protect and improve the health of people worldwide.
You support this vision, bringing expertise and...Show moreLast updated: 30+ days ago
In today's dynamic worksites, seamless collaboration between people and machines is essential.FORT's platform ensures safe, secure, and dynamic control that surpasses legacy systems and next-genera...Show moreLast updated: 20 days ago
We are looking for a dynamic Service Manager to lead and oversee the operations of our service department in Nazareth, Pennsylvania.
This role is ideal for an experienced individual passionate about...Show moreLast updated: 12 days ago
Job Title : Principal IT Program Manager.Location : King of Prussia, PA (Hybrid).We are seeking an exceptionally experienced Principal IT Program Manager to lead complex, enterprise-scale technology ...Show moreLast updated: 7 days ago
Customer Service & Inside Sales Manager.Hatfield, PA | On-site full-time, with travel to neighboring state every 4–6 weeks for 2-3 days at a time.
Develop and implement business plans and ...Show moreLast updated: 2 days ago
Uline Way, Allentown, PA 18106.Morning Call’s Top Large Employer of 2025!.Taking our tech team to new levels! Join us as an IT Manager to ensure Uline’s Pennsylvania facilities are prop...Show moreLast updated: 30+ days ago
The primary responsibility of the role will be to lead or assist in managing and producing live broadcasts via our in-house built platform from our broadcast studio located in Newtown Square, PA.Ha...Show moreLast updated: 7 days ago
What success looks like in this role : .The Cloud, Applications, and Infrastructure (CA&I) business unit within Unisys provides consulting, managed services, and project delivery services for our glo...Show moreLast updated: 11 days ago)
Our team members are at the heart of everything we do.At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on ...Show moreLast updated: 10 days ago
Director Of Information Technology Operations (It).Employee-ownership at Weston is a path to professional growth and access to diverse opportunities in a highly connected community that works toget...Show moreLast updated: 30+ days ago
Experience of working on a global account with a 30k user base, managing global teams through a matrix management environment.
We are looking for candidates who have strong experience in end user co...Show moreLast updated: 30+ days ago
Taking our tech team to new levels! Join us as an IT Manager to ensure Uline's Pennsylvania Branch and surrounding Sales offices are properly equipped with the technology needed to support our grow...Show moreLast updated: 30+ days ago
Firehouse Subs Restaurant Manager.This position is fully accountable for the profitable operation of a Firehouse Subs Restaurant while adhering to all company guidelines and regulations.Ensure the ...Show moreLast updated: 30+ days ago
Calling all innovators - find your future at Fiserv.We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world.We connect financial insti...Show moreLast updated: 1 day ago
- Promoted
Manager, IT
Thermo FisherAllentown, PA, USFull-time
- Promoted
IT Junior System Administrator
MYCO Mechanical, Inc.Telford, PA, USFull-time
- Promoted
- New!
IT Project Manager- Enterprise Business Operations - Onsite 5 days a week
Liberty Personnel Services, IncPhiladelphia, PA, USFull-time
- Promoted
Manager IT, Security.
B Braun MedicalBethlehem, PA, United StatesFull-time
- Promoted
Senior IT Manager
FORT RoboticsPhiladelphia, PA, USFull-time
- Promoted
Service Manager
Robert HalfNazareth, PA, USFull-time
- Promoted
IT Program Manager V
Spectraforce TechnologiesKing of Prussia, PA, United StatesFull-time
- Promoted
Customer Service Manager
firstPRO, IncHatfield, PA, USFull-time
- Promoted
IT Manager
Uline, Inc.Churchville, PA, USFull-time
- Promoted
IT Project Manager T2 (USA)
StaffingBroomall, PA, USFull-time
- Promoted
Network Manager, Delivery
Unisys CorporationBlue Bell, PA, United StatesFull-time
- Promoted
Director - WMS IT Product Lead
AmerisourceBergen Corporation (Cencora)Chesterbrook, PA, United StatesFull-time
- Promoted
Director of Information Technology Operations
Weston SolutionsWest Chester, PA, USFull-time
- Promoted
Service Desk Manager
Tech DigitalAllentown, PA, USFull-time
- Promoted
IT Manager
UlineAllentown, PA, USFull-time
- Promoted
Project Manager, IT Projects
Cozen O'ConnorPhiladelphia, PA, US- Promoted
Restaurant Assistant Manager
Firehouse SubsWest Chester, PA, USFull-time
- Promoted
Manager, IT Service
FiservKing Of Prussia, PA, USFull-time +1