Service Desk Technician - Nashville

Overview

Posted Thursday, March 12, 2026 at 4:00 AM

Parking Management Company (PMC) is a national leader in hospitality-focused parking services. Headquartered in Nashville, Tennessee, PMC provides valet and self-parking management, shuttle services, event parking, and porter/bell services across multiple industries including hotels, resorts, healthcare, and event venues. With a commitment to excellence and a guest-first mindset, PMC serves as an extension of the hospitality experience—delivering seamless, high-touch service to partners and guests alike.

Learn more:

Job Title: Service Desk Technician

Department: Corporate – IT

Reports directly to: Service Desk Manager and/or Vice President of Technology

Operations

Schedule:

Full Time

Status: Exempt

Compensation: Salary

The Service Desk Technician at Parking Management Company will provide essential technical support and assistance to our staff and customers, ensuring swift and effective resolution of IT-related issues. This role is vital for maintaining the smooth operation of our IT infrastructure and enhancing the overall user experience.

The Service Desk Technician provides technical support to resolve hardware, software, and system issues while ensuring prompt, high-quality service and supporting daily IT operations.

• Team Management:
  Lead and motivate a team of Tier 1 and Tier 2 technicians to deliver exceptional customer service. Conduct regular performance evaluations, offer feedback, and support ongoing professional development. Manage team schedules and workload distribution to ensure timely, efficient support while fostering a positive, collaborative, and customer-focused environment that encourages growth and high performance.
• Help Desk Operation:
  Oversee the daily operations of the service desk, ensuring the delivery of high-quality IT support and exceptional customer service. Monitor and manage help desk tickets, ensuring prompt and accurate issue resolution, while maintaining a hands-on approach by actively assisting with support requests. Develop and implement strategies to improve service desk efficiency, optimize workflows, and enhance the overall customer experience.
• Technical Support:
  Provide hands-on technical guidance and support to Tier 1 and Tier 2 technicians, ensuring they have the tools and knowledge to deliver exceptional service. Troubleshoot and resolve complex technical issues, escalating when necessary to maintain customer satisfaction. Ensure all support activities are accurately documented in the service desk system to promote transparency and accountability. Stay informed on current IT systems, software, and hardware to provide effective, up-to-date solutions and leadership.
• Reporting and Analysis:
  Generate and analyze service desk performance reports to identify trends, track progress, and highlight opportunities for improvement, with a focus on customer feedback and satisfaction. Provide regular updates to management on service desk metrics, showcasing achievements and recommending areas for enhancement. Develop and monitor key performance indicators (KPIs) to measure customer satisfaction, response times, and overall service desk effectiveness.
• Customer Service:
  Ensure exceptional customer satisfaction by promptly and professionally addressing issues while maintaining a customer-first approach. Serve as the primary escalation point for customer complaints, ensuring timely and appropriate resolution. Foster a customer-focused culture within the service desk team by promoting empathy, patience, and clear, effective communication.
• Additional Responsibilities:
  Perform other tasks as needed to support the company’s operational and financial objectives. Attend required staff meetings and complete assigned training modules. Include flexibility to work during financial close periods and occasional travel for financial reviews, audits, or corporate meetings as required.

Competency/

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Strong Analytical and Problem-Solving Abilities: Ability to dissect complex data and situations, particularly related to revenue and payroll, identify root causes of operational inefficiencies, and create effective solutions to boost performance.
• Education/
  
  Experience:
  
  Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience) with proven experience in a service desk or IT support role, including at least 2 years in a supervisory or managerial position. Strong technical knowledge of IT systems, software, and hardware, including Microsoft 365, with leadership and communication skills.
• Preferred Qualifications: Experience with service desk software and ticketing systems;
  Microsoft 365…