Service Desk Manager
About the role
Packsize is seeking a hands-on and strategic Service Desk Manager to lead our global support team serving core IT services and business-critical enterprise business applications. This role will unify service delivery across departments, ensuring responsive support, adherence to SLAs and security standards, driving team development and partnering with business to maintain operational excellence.
Key Responsibilities
Direct Daily Operations: Lead day-to-day operations of the global service desk, including ticket workflows, endpoint support, user accounts, and infrastructure troubleshooting.
Team Leadership: Supervise and mentor a distributed team across the U.S. and Europe; provide training, feedback, and career development.
Collaboration: Partner with IT Infrastructure, Applications, and IS teams; act as the escalation point and align support to business needs.
Event & AV Support: Oversee support for AV and IT equipment in conference rooms and critical business meetings.
Ticket Analysis & Automation: Monitor support trends, identify automation opportunities, and optimize workflows and documentation. Extend knowledge base and self-service options to cover common business system requests.
Security & Compliance: Ensure endpoint compliance with security standards; support policy enforcement using Microsoft Intune; coordinate with the application and security teams.
Software Licensing Oversight: Oversee end-user software licensing, including evaluating tools, auditing usage, and managing vendor renewals and compliance.
Experience and Education
Bachelor’s degree or equivalent experience.
3+ years of leadership experience in a service desk, IT support or enterprise application support environment.
Experience with IT service management (ITSM) practices, including ticketing systems, service level agreements, and knowledge base development.
Qualifications (including Knowledge, Skills & Abilities)
Proficient in Microsoft 365, Windows 10/11, macOS.
Experience with Microsoft Intune, Active Directory, DNS/DHCP, VPN.
Familiarity with ticketing platforms (e.g., ServiceNow, Freshservice, Atlassian(Jira)), asset management tools, ERP systems, and remote support solutions.
Exposure to business systems such as Salesforce, SAP, and basic reporting tools is preferred.
Strong verbal and written communication skills.
Excellent organizational and project management abilities.
ITIL experience or certification preferred.
Physical Demands and Working Conditions
Must be able to lift up to 50 lbs.
May require occasional domestic and international business travel.
Must have a valid driver’s license and clean driving record.
Manages the on-call schedule but is not always on-call.
Pay
Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills.
Schedule
At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places. Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.