IT Service Desk Manager

Key Responsibilities

• Lead, mentor, and develop a team of Service Desk analysts, fostering a culture of accountability, technical growth, and customer-centricity.
• Track, report, and iterate on key performance indicators (KPIs) and Service Level Agreements (SLAs), using data to drive continuous improvement.
• Act as a senior escalation point for complex technical issues and high-priority incidents.
• Workflow Automation: Identify opportunities to automate repetitive tasks and manual processes (e.g., user onboarding/offboarding, password resets, software provisioning) using ITSM tools and orchestration platforms.
• AI Integration: Evaluate and implement AI-driven solutions, such as intelligent virtual agents (IVAs), predictive sentiment analysis, and AI-powered ticket routing to enhance self-service and reduce MTTR (Mean Time to Resolve).
• Knowledge Management: Oversee the maintenance of a robust Knowledge Base, leveraging AI to optimize content delivery and search accuracy for both agents and end-users.
• Operational Excellence: Manage the lifecycle of service requests and incidents, ensuring consistent documentation and resolution quality.
• Collaborate with Infrastructure, Security, and Engineering teams to align support processes with broader IT initiatives.
• Oversee IT asset management (ITAM) and procurement processes for end-user hardware and software.

Qualifications & Competencies

• Experience: 5+ years in IT Support/Service Management, with at least 2+ years in a management or lead capacity.
• Technical Proficiency: Expertise in ITSM platforms (e.g., ServiceNow, Jira Service Management, Zendesk) and automation tools.
• AI & Data: Proven experience or strong theoretical knowledge in deploying AI/ML tools within a support environment to drive efficiency.
• Soft Skills: Exceptional communication, stakeholder management, and the ability to lead through change.
• Education: Bachelor’s degree in IT, Computer Science, or equivalent experience. ITIL Certification is highly preferred.

Pay

The expected salary range above is applicable if the role is performed from Illinois and may vary for other locations (California, Colorado, New York). Actual salary may vary based on qualifications and experience.

Benefits

We offer a full range of benefits, which may include incentive compensation, restricted stock units, medical and other benefits depending on the position.

About the role

Role Overview: The IT Service Desk Manager is a critical leadership role responsible for overseeing the daily operations of the Service Desk team while driving the strategic evolution of our support ecosystem.