IT Manager, Service Desk

Job Overview

The Service Desk Manager is responsible for leading and overseeing all Service Desk operations, including a matrix staff organization, ServiceNow platform administration and optimization, ticket management, SLA performance, PC imaging and deployments, asset lifecycle management, and hardware/software inventory control. This position requires exceptional problem-solving, leadership, and customer service skills to ensure operational excellence and high end-user satisfaction.

The Service Desk Manager will work closely with IT leadership and business stakeholders to continually refine, optimize, and transform Service Desk operations through ITIL best practices and effective use of the ServiceNow IT Service Management (ITSM) platform. The successful candidate will foster a positive, service-oriented culture while driving continuous improvement and operational efficiency.

Primary Responsibilities and Activities

• Lead all operational and daily activities of assigned Service Desk resources to ensure timely, effective resolution of incidents and requests in accordance with established Service Level Agreements (SLAs). 
• Administer, optimize, and continuously improve ServiceNow ITSM processes, workflows, dashboards, reports, and service catalog offerings. 
• Oversee daily ticket volumes and prioritize work across multiple support teams to ensure timely issue resolution. 
• Develop, document, and improve Service Desk processes and procedures within an ITIL and SLA-driven environment. 
• Monitor and report on ServiceNow performance metrics, KPIs, SLAs, and operational trends to leadership. 
• Define internal Service Desk performance indicators that support customer-facing service metrics and present results to management. 
• Proactively manage communications related to technical support, incidents, outages, maintenance, changes, and service interruptions. 
• Regularly communicate service performance and improvement initiatives to key stakeholders. 
• Serve as the primary point of contact for all Service Desk operational matters, including: 
  • Service Desk strategy and continuous improvement 
  • ServiceNow platform utilization and governance 
  • Client and executive escalations 
  • Service Desk reporting and analytics 
  • Resource management and productivity 
  • Hours of coverage and operational readiness 
• Manage Service Desk personnel in a matrix environment to achieve organizational objectives while promoting employee engagement, collaboration, and accountability. 
• Provide leadership during major incidents and complex technical issues by coordinating with technical teams and business stakeholders. 
• Ensure compliance with Incident, Problem, Change, Request, and Knowledge Management processes. 
• Foster a highly engaged, customer-focused, service-oriented culture. 
• Maintain excellent verbal, written, and interpersonal communication skills. 
• Deliver exceptional customer service while promoting continuous service improvement. 

Required Experience and Skills

• Required: Minimum 5 years of hands-on experience administering or managing ServiceNow ITSM in an enterprise environment. 
• Required: Demonstrated experience configuring and managing ServiceNow Incident, Request, Problem, Change, Knowledge, and Service Catalog modules. 
• Proven experience managing Incident, Problem, Change, Request, and Knowledge Management using ITIL best practices. 
• Strong understanding of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Key Performance Indicators (KPIs), and Service Desk reporting. 
• Experience developing ServiceNow dashboards, reports, workflows, and process improvements. 
• Customer-first attitude with a strong focus on operational excellence and continuous improvement. 
• Strong analytical, organizational, and problem-solving abilities. 
• Excellent verbal and written communication skills. 
• Bachelor's degree in Information Technology, MIS, Computer Science, or related field, or an equivalent combination of education and experience. 
• 8+ years of experience in an IT Service Desk or Technical Support environment. 
• 6+ years of leadership experience managing technical support teams. 

Preferred Certifications

• ServiceNow Certified System Administrator (CSA) preferred 
• ServiceNow Certified Implementation Specialist (CIS) (preferred) 
• ITIL Foundation Certification (required or obtained within six months of hire) 
• HDI Support Center Manager or HDI Technical Support Professional 
• Microsoft certifications (Microsoft 365, Azure, or equivalent)