IT Service Desk Manager
Team Leadership & Management
Supervise, mentor, and develop a team of first-line support specialists, fostering a collaborative and high-performance culture.
Conduct regular 1:1 meetings, performance reviews, and coaching sessions to support technician growth and accountability.
Conduct recurring team meetings to share business and project updates, foster collaboration, and maintain team cohesion.
Manage staffing schedules and workload distribution to ensure adequate support coverage.
Lead hiring, onboarding, and offboarding processes for Service Desk staff in coordination with HR and IT leadership.
Service Delivery & Operations
Oversee the full lifecycle of support tickets across frontline support, ensuring SLA compliance.
Define and enforce escalation paths, triage procedures, and handoff protocols between support teams.
Monitor the ticketing system (HaloITSM) to track queue health, identify bottlenecks, and drive resolution efficiency.
Serve as the escalation point for complex or high-priority incidents requiring managerial oversight.
Cook with IT infrastructure, security, and application teams to resolve cross-functional issues impacting end users.
Process Improvement & Documentation
Develop, document, and continuously refine Service Desk procedures, knowledge base articles, and standard operating procedures (SOPs).
Identify recurring issues and implement proactive solutions, root cause analyses, and user education initiatives to reduce ticket volume.
Drive adoption of ITSM best practices aligned with ITIL frameworks across the support team.
Reporting & Stakeholder Communication
Generate and present regular reports on Service Desk performance metrics (e.g., first call resolution, mean time to resolve, customer satisfaction scores) to IT leadership.
Where appropriate, communicate maintenance windows, system outages, and IT updates to end users in a clear and timely manner.
(Following established IT comms plan and processes.)
Partner with other IT and business unit leaders to understand departmental technology needs and advocate for end user requirements within IT planning.
Technology & Tools Oversight
Manage Service Desk toolsets including the ITSM platform, remote support tools, and asset tracking systems.
Evaluate and recommend new tools, technologies, or processes to improve the support team’s effectiveness and end user experience.
Support hardware and software lifecycle management including provisioning, imaging, and decommissioning of end user devices.