Manager, IT Service Desk & End User Services

Key Responsibilities

• Day-to-day service desk operations, including SLA performance, ticket queue management, and escalation handling, ensuring smooth operations, data integrity, and security and policy compliance
• Direct management of internal analysts providing end-user support and application-focused triage
• Implementing and managing an enhanced support model for active construction jobsites, coordinating with regional and project teams on timely technology support
• ServiceNow administration, ticket hygiene, queue management, reporting, and process documentation
• Onboarding and offboarding support in partnership with IT Operations and ITAM
• Hiring, team development, and innovation as the function grows and changes
• Escalation routing into Enterprise Applications, Infrastructure, and Asset Management, ensuring issues land in the right hands without falling through the cracks, and high-urgency issues are handled appropriately
• Career Development: Coordinate service desk participation in bi-monthly weekend post-maintenance testing
• First-line troubleshooting and support of IT equipment, including Windows and Apple laptops and desktops, mobile devices and tablets, printers, and conference room equipment
• Physical intake and coordination of hardware returns, replacements, and repairs -- partnering with the IT Asset Management team for lifecycle tracking and processing

Basic Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field required
• 5+ years in IT support or service desk operations, with at least 3 years in a supervisory role
• Hands-on experience troubleshooting Windows endpoints, mobile devices, and AV/conferencing equipment
• Demonstrated experience managing a distributed support environment - corporate offices, remote users, and field locations
• Familiarity with equipment-handling processes; understanding of how service desk and asset management functions intersect
• Strong working knowledge of Google Workspace, identity management (Entra ID / Okta), and endpoint management tools
• ServiceNow experience required - ticket management, reporting, and workflow configuration

Preferred Qualifications

• Experience supporting field or industrial workforces (construction, engineering, or similar)
• Exposure to enterprise application support (ERP, procurement, or project management platforms)
• Relevant certifications (ITIL, CompTIA, Google Workspace Administrator)