Information Technology Service Desk Manager

firstPRO, Inc; Ewing Township (NJ); On-site; USD 110,000 - 120,000; Full time

Job summary

A leading IT services company in Ewing Township is seeking an IT Service Desk Manager to lead a high-performing support operation. You will manage the service desk team, refine support practices, and enhance customer satisfaction. The ideal candidate has over 5 years of experience in service desk leadership and strong analytical skills. This full-time position offers a salary between $110,000 and $120,000 annually.

Qualifications

• 5+ years of IT service desk or end-user support leadership experience.
• Strong understanding of Windows/Mac environments, O365, and ticketing systems.
• Experience with ITSM frameworks and modernizing support operations.

Responsibilities

• Lead and mentor the service desk team for excellence in customer service.
• Manage daily ticket flow and ensure timely resolution.
• Refine support practices to improve speed, quality, and satisfaction.

Skills

IT service desk leadership

Windows/Mac environments

O365

ticketing systems

ITSM frameworks

analytical skills

communication skills

Job description

Information Technology Service Desk Manager

This range is provided by firstPRO, Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$110,000.00/yr - $120,000.00/yr

Direct message the job poster from firstPRO, Inc

Sr. Technical Recruiter at firstPro, Inc

We’re searching for an IT Service Desk Manager who isn’t just keeping the lights on but shaping how support feels, functions, and evolves. This leader brings fresh ideas, a people-first mindset, and the technical backbone to run a high-performing support operation. If you thrive in fast-moving environments and love turning chaos into clarity, this role calls your name.

Location: Onsite

Type: Direct Hire

Start Date: January

Key Responsibilities

• Lead and mentor the service desk team, driving excellence in customer service and technical troubleshooting.
• Manage daily ticket flow, ensuring timely resolution, accurate triage, and proper escalation paths.
• Introduce and refine innovative support practices that improve speed, quality, and user satisfaction.
• Partner with IT leadership to develop and implement service strategies, SOPs, and performance metrics.
• Oversee onboarding/offboarding processes, device provisioning, and common enterprise support needs.
• Build strong relationships with internal customers, turning feedback into actionable improvements.
• Track KPIs, analyze trends, and deliver insights that shape staffing, training, and process decisions.
• Ensure compliance with security standards, IT policies, and change management guidelines.
• Collaborate cross-functionally with infrastructure, network, and application teams to resolve complex issues.
• Champion a culture of learning, ownership, and proactive problem-solving.

Required Experience & Skills

• 5+ years of IT service desk or end-user support leadership experience.
• Strong understanding of Windows/Mac environments, O365, ticketing systems, and common enterprise applications.
• Proven ability to modernize or scale support operations.
• Experience with ITSM frameworks and best practices (ITIL a plus).
• Excellent communication skills, with calm-in-the-storm leadership.
• Ability to manage multiple priorities and inspire teams in a dynamic environment.
• Strong analytical skills, with comfort reading dashboards, spotting patterns, and driving decisions.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Information Technology

Industries

IT System Operations and Maintenance

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