IT Service Desk Manager

Position Summary

We are a leading architecture and design firm committed to creating impactful, innovative spaces. We are looking for an experienced IT Service Desk Manager to lead our dedicated Service Desk team. The ideal candidate will have a strong background in managing technical support teams, a passion for delivering exceptional customer service, and a proven ability to develop and implement effective service management processes.

This role is crucial in ensuring our employees across multiple offices receive timely and high-quality technical support, enabling them to perform their roles effectively. The IT Service Desk Manager will be responsible for overseeing all aspects of the service desk operations, including team performance, SLA management, reporting, and continuous improvement initiatives.

Full-time

• Lead, mentor, and develop a team of technology professionals, fostering a collaborative and positive work environment.
• Manage team schedules, workload distribution, and performance reviews to ensure optimal coverage and service quality across all office locations.
• Conduct regular team meetings, training sessions, and individual coaching to enhance technical and customer service skills.
• Oversee the recruitment, hiring, and onboarding of new Service Desk team members.

• Develop, implement, and manage Service Level Agreements (SLAs) for IT support services.
• Monitor service desk performance against SLAs and key performance indicators (KPIs), implementing corrective actions as needed.
• Generate regular reports on service desk metrics, including ticket volumes, resolution times, first‑call resolution rates, and customer satisfaction.
• Analyze trends in incidents and service requests to identify recurring issues and opportunities for proactive problem management.
• Ensure all support requests and incidents are logged, prioritized, and resolved efficiently within the ticketing system (experience with Auto Task is a plus).
• Oversee the management of IT assets and user accounts.
• Strong experience managing macOS environments, including device configuration, application deployment, and end‑user support.

• Continuously evaluate and improve service desk processes, procedures, and knowledge base to enhance efficiency and user satisfaction.
• Develop and maintain documentation for IT support policies, procedures, and user guides.
• Collaborate with other IT teams and departments to ensure seamless support and effective resolution of complex technical issues.
• Stay current with industry best practices, tools, and technologies related to IT service management.

• Serve as an escalation point for complex or high‑priority support issues.
• Provide hands‑on technical support when necessary.
• Ensure effective communication with end‑users regarding the status of their support requests.

• Manage relationships with IT vendors and service providers as needed.
• Experience with managing and utilizing Datto RMM for remote monitoring and management is a significant plus.

Minimum of 10 years of experience in managing IT support teams.

• Proven experience working in information technology or system administration roles.
• Demonstrable experience in creating, managing, and reporting on SLAs, service desk performance metrics, and achieving high levels of customer satisfaction.
• Experience supporting users across multiple office locations in a high growth environment.
• Strong leadership, coaching, and team‑building skills.
• Excellent communication (written and verbal), interpersonal, and customer service skills.
• Proven ability to work collaboratively with individuals at all levels of the organization.
• Strong analytical and problem‑solving abilities with a focus on continuous improvement.
• Proficiency in using IT Service Management (ITSM) ticketing systems (Auto Task preferred).
• Solid understanding of IT infrastructure, including hardware, software, networking, and cloud services.
• Ability to manage multiple priorities and work effectively in a fast‑paced environment.

• Experienc…