IT Service Desk Manager
Allan MyersWorcester Twp, PA, United States10 hours 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
It Service Desk Manager • Worcester Twp, PA, United States
Related jobs
Director, IT Service Desk & End User Support.King Of Prussia, PA, US, 19406.Company : AmeriGas Propane, Inc.When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas ...Show moreLast updated: 10 hours ago
Beacon Hill was founded to set a new standard in search, career placement and flexible staffing.Location : Hybrid Philadelphia - 3 days remote / 2 days in office per week Duration : Ongoing multi year...Show moreLast updated: 8 hours ago
Title : Service Desk Technician.Job Type : 3-6 Months Contract to Hire.The Service Desk Technician will be responsible for the monitoring, management, and maintenance of computer systems for multiple...Show moreLast updated: 30+ days ago
We are looking for a bilingual customer service-oriented Bilingual (Spanish / English) Service Desk Analyst to provide Level 1 technical support to both English and Spanish speaking users in an effic...Show moreLast updated: 10 hours ago Provide 1st and 2nd level support for desktops, laptops, printers, servers, and other network devices both remotely and on site.
Ensure proper documentation, notification, and escalation of all inci...Show moreLast updated: 30+ 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: 13 days ago
The IT Service Desk Analyst will provide technical support to GTI staff.The successful candidate is a highly motivated, dedicated, personable, flexible, highly experienced IT team member who facili...Show moreLast updated: 30+ days ago
Network Systems Specialist Job Overview : Join our team as a Network Communications Systems Specialist, where you'll lead in overseeing network management functions, integrated control centers, and ...Show moreLast updated: 4 days ago
Xtel is seeking a highly skilled and motivated Service Delivery Manager to join our dynamic team at Xtel Communications, a leading Telecommunications and Managed Service provider.As the Service Del...Show moreLast updated: 1 day ago Cybersecurity And Managed Services Manager.Overview At Wipfli, people count.Our people are core to everything we dothe catalyst behind our ability to create exceptional impact and extraordinary res...Show moreLast updated: 10 hours ago 
We are seeking a proactive and experienced IT Service Desk Manager to lead the delivery of high-quality IT support across our retail stores, corporate offices, and warehouse distribution centers.Th...Show moreLast updated: 10 hours ago
IT Service Desk Engineer Level II - Stratix Systems is an innovative and growing company providing a full range of IT consulting services to small and medium-sized businesses.Stratix Systems has be...Show moreLast updated: 10 hours ago
Running regular checks on network and data security Identifying and acting on opportunities to improve and update software and systems Developing and implementing IT policy and best practice guides...Show moreLast updated: 30+ days ago
At Wipfli, our people are core to everything we do-the catalyst behind our ability to create exceptional impact and extraordinary results.
We encourage each individual to follow their own path.Peopl...Show moreLast updated: 10 hours ago
The Director of IT Service Desk & End User Support drives exceptional user experience for 10,000 users across UGI's diverse business units through leadership of IT Service Desk, End User Engineerin...Show moreLast updated: 10 hours ago
In this role, you will be responsible for loading the dishwasher with dirty dishes brought in by the bussers and unloading clean dishes.
You will also be doing general cleaning tasks as assigned by ...Show moreLast updated: 30+ days ago
Join us as a Service Team Associate.We’re looking for friendly team players to create a warm environment for our guests and provide great service for our guests.
Thrive in a safe and supportiv...Show moreLast updated: 30+ days ago Service Desk / Help Desk Technician.Provide Level-1 and Level-2 remote support for desktops, laptops, printers, servers other computer related devices.
When necessary provide on-site support.Ensure p...Show moreLast updated: 30+ days ago
- Promoted
- New!
Director, IT Service Desk & End User Support
UGIKing of Prussia, PA, United StatesPermanent
- Promoted
- New!
IT Help Desk Analyst
Pennsylvania StaffingPhiladelphia, PA, United StatesFull-time
- Promoted
Service Desk Technician
TWO95 InternationalCherry Hill, NJ, United StatesTemporary
- Promoted
- New!
Bilingual Service Desk Agent
Tachyon TechnologiesAllentown, PA, United StatesFull-time
- Promoted
Help Desk Level 2
TWO95 InternationalCherry Hill, NJ, United StatesFull-time
- Promoted
Senior IT Audit Manager
AmerisourceBergen Corporation (Cencora)Conshohocken, PA, United StatesFull-time
- Promoted
IT Service Desk Analyst
Green Thumb IndustriesPhiladelphia, PA, United StatesFull-time
- Promoted
Network Communication System Specialist
United States ArmyAllentown, PA, United StatesPart-time +1
- Promoted
Service Delivery Manager
Xtel Communications, Inc.Mount Laurel, NJ, USFull-time
- Promoted
- New!
Manager, Cybersecurity and Managed Services
Pennsylvania StaffingBroomall, PA, United StatesFull-time
- Promoted
- New!
Manager IT Technical Support
BurlingtonEdgewater Park Twp, NJ, United StatesFull-time
- Promoted
- New!
IT Service Desk Engineer Level II
Stratix SystemsKing of Prussia, PA, United StatesFull-time
- Promoted
IT Manager
TradeJobsWorkForce08075 Riverside, NJ, USFull-time
- Promoted
- New!
Manager, Cybersecurity and Managed Services
WipfliPhiladelphia, PA, United StatesFull-time
- Promoted
- New!
Director, IT Service Desk & End User Support
UGI UtilitiesKing of Prussia, PA, United StatesFull-time
- Promoted
Dishwasher Server Utility worker
Tejomaya LLCClinton, NJ, USFull-time
- Promoted
Service Team
Panda Restaurant GroupPottstown, PA, USFull-time
- Promoted
Service Desk / Help Desk Technician
TWO95 InternationalCherry Hill, NJ, United StatesFull-time