Service Desk Manager
About the Role
In this role, you are responsible for managing the Service Desk function and IT Support team across our US and international offices. Our Service Desk team diagnoses, tracks, and resolves Tier 1 & 2 technical issues for the ministry staff, and escalates advanced technical support issues to Security, Infrastructure, and Engineering teams to address. The ideal candidate excels at leading dispersed teams, is hands-on in tackling tickets, and is passionate about providing excellent customer service while radiating Christ's character. You will drive innovation and process improvements to transition the Service Desk from a reactionary IT function to a strategic department.
Responsibilities
- Manage and oversee a team of Technical Support Specialists, ensuring the Service Desk meets stated service level agreements (SLAs) with excellence.
- Analyze Service Desk activities and develop tools and process improvements to optimize service and team performance, including daily, weekly, and monthly reports on productivity.
- Drive the ITSM framework and champion Continuous Improvement.
- Handle escalation and follow-up of Service Desk tickets, working to reduce or eliminate recurring tickets.
- Provide a high level of local and remote support using remote control tools for ministry software, hardware, and network systems.
- Coordinate with Team Leads, IT personnel, and vendors to address issues related to existing IT systems and new technology implementations.
- Determine root causes of problems, identify workarounds or permanent fixes, and ensure documentation and communication of solutions.
- Ensure effective and prompt communication throughout the process of all Service Desk cases.
- Manage and track inventory for assets (PCs, phones, Macs, iPads, etc.) and consumables (cameras, keyboards, monitors, etc.).
- Ensure inventory levels (min/max) are maintained and updated per location.
- Create, update, and enforce standard operating procedures and policies for the team.
- Leverage AI-assisted support tools and automation to improve first-contact resolution and reduce average handle time.
- Maintain, expand, and champion the self-service knowledge base to empower end users and reduce recurring tickets.
- Travel to various US and European offices (~10-15%).
Team Leadership
- Act as a servant leader by training, encouraging, coaching, and developing Team Members.
- Foster a spirit of trust and innovation within the team.
- Meet regularly with Team Members to discuss progress and complete Career Path Discussions.
- Approve PTO requests, time cards, and expense reports.
Requirements
- Bachelor’s degree in computer science, information technology, or a related field, or equivalent experience.
- 5+ years of experience in desktop/systems support or IT service management, with 2+ years of supervisory experience.
- Excellent written and verbal communication skills, with the ability to explain technical concepts in non-technical terms.
- Proven technical troubleshooting and problem-solving skills.
- Experience with Microsoft, Linux, Windows, iOS, and other common operating systems and software applications.
- Familiarity with AI-assisted support and productivity tools (e.g., Claude, Copilot, or similar).
- Ability to assist and/or coach team members and end-users with advanced technical issues.
- Willingness to travel (~10-15%).
Preferred Qualifications
- ITIL Foundation certification.
Pay
This salary range is reflective of a position based in Lansdowne, VA. The actual salary may vary based on the candidate’s experience, skills, qualifications, and office location.
Virginia Salary Range: $92,000—$147,900 USD
Benefits
- 100% covered medical and dental insurance.
- Medical and dependent care reimbursement.
- Paid disability, long-term care, and life insurance.
- 401(k) plan with a 4% company match.
- Paid time off and 12 paid holidays each year.