Global IT Service Desk Manager — Lead & Optimize ITSM

Alliance Defending Freedom; Dallas (TX); On-site; USD 92,000 - 147,900; Full time

Benefits offered by this job

Medical and dental insurance

401(k) plan with 4% company match

Paid time off

12 paid holidays

Disability insurance

Life insurance

Job summary

Alliance Defending Freedom is seeking a Team Leader for the Service Desk to manage a dispersed IT support group across the US and international offices, including Dallas, TX. The role emphasizes transforming the function into a strategic department with process improvements and innovative ITSM practices.

You will lead ticket escalation, ensure SLAs, and drive continuous improvement while delivering hands-on support and coordinating with vendors and internal teams.

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, plus 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 travel as needed (~10-15%)

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. Supported platforms include all ministry software, hardware, and network systems.
• 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.)
• Ensure inventory levels (min/max) are being kept and updated per location, and update those levels as needed.
• 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.

Skills

Desktop support

ITSM

Supervisory experience

Communication skills

Travel readiness

Education

Bachelor’s degree in CS/IT or related field

Tools

Claude AI

Copilot AI

Job description

Alliance Defending Freedom is seeking a Team Leader for the Service Desk to manage a dispersed IT support group across the US and international offices, including Dallas, TX. The role emphasizes transforming the function into a strategic department with process improvements and innovative ITSM practices.

You will lead ticket escalation, ensure SLAs, and drive continuous improvement while delivering hands-on support and coordinating with vendors and internal teams.