Service Desk Manager
About the role
We believe God has brought you here for His purpose—to stand for truth and defend the God-given right to live and speak it. Together, we protect religious freedom, free speech, the sanctity of life, marriage and family, and parental rights. Review our Statement of Faith to ensure we’re a fit for you. Locations: Scottsdale, AZ / Lansdowne, VA / Dallas, TX
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.
Responsibilities
- Manage and oversee a team of Technical Support Specialists, ensuring the Service Desk team is meeting stated service level agreements (SLAs) with excellence across the organization.
- Analyze Service Desk activities and develop tools and process improvements to optimize service and team performance, including daily, weekly, and monthly reports on Service Desk productivity.
- Be the key driver in supporting the ITSM framework and champion Continuous Improvement.
- Responsible for escalation and follow-up of Service Desk tickets, working to reduce or eliminate recurring tickets.
- Perform a high level of local support for onsite personnel as well as remote support using remote control tools.
- Coordinate with Team Leads, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies.
- Determine the root cause of problems and identify workarounds or permanent fixes, ensure workarounds and permanent fixes are documented and communicated.
- 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, keyboard/mouse, monitors, etc.).
- Create, update, and enforce the use of standard operating procedures and policies by all team members.
- 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, repetitive tickets.
- Travel to various US and European offices.
Qualifications
- Bachelor’s degree in computer science, information technology, or a related field or equivalent experience.
- 5+ years experience in desktop/systems support or IT service management, as well as 2+ years of supervisory experience.
- Excellent written and verbal communication skills and ability to communicate effectively with end-users in non-technical terms.
- Proven technical troubleshooting and problem-solving skills.
- Experience with Microsoft, Linux, Windows and 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.
- Ability to travel as needed (~10-15%)
Preferred Qualifications
- ITIL Foundation certification preferred
Pay & Benefits
We offer a competitive compensation and benefits package to support your well-being and growth. Our benefits include 100% covered medical and dental insurance, medical and dependent care reimbursement, paid disability, long-term care, life insurance, and a 401(k) plan with a 4% company match. We prioritize work-life balance with paid time off and 12 paid holidays each year.
The salary range for this position is $92,000—$147,900 USD, based on a location in Lansdowne, VA. The actual salary may vary based on the candidate’s experience, skills, qualifications, and office location.