IT Service Desk Manager

TriCom Technical Services, Inc.; Minneapolis (MN); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

401(k) with company match

Paid time off

Paid Holidays

Job summary

TriCom Technical Services, Inc. is seeking an IT Service Desk Manager to lead service desk operations in Minneapolis, supervising staff and guiding resolution of escalated issues. The role covers hardware, software, networking, Microsoft 365, Windows, macOS, VoIP, VPN and ServiceNow.

The position is full-time and on-site in Minneapolis. Preferred certifications include ITIL or CompTIA A+. The team focuses on service improvements, asset records, reporting, and knowledge management.

Qualifications

• Must have experience supervising or working in an IT service desk environment.
• In-depth knowledge of hardware, software, networking, Microsoft 365, Windows, macOS, VoIP and VPN.
• Excellent troubleshooting, communication, leadership and customer-service skills.
• Ability to manage tickets and records, protect confidential information, meet deadlines and work independently.

Responsibilities

• Lead, train, and develop service desk technicians and student workers.
• Ensure incidents and service requests are documented, prioritized, and resolved within service-level expectations.
• Serve as escalation point for complex technical issues and security concerns.
• Manage ServiceNow workflows, Knowledgebase, asset records, and service performance reporting.
• Provide hands‑on support and oversee computer and software deployment.
• Document procedures, train users, and drive continuous service improvements.

Skills

Leadership

Troubleshooting

Customer service

Communication

Ticket management

Self-motivation

Education

ITIL certification

CompTIA A+ certification

Tools

ServiceNow

Asset management systems

Reporting tools

Job description

IT Service Desk Manager

Summary

We are seeking an IT Service Desk Manager to lead Service Desk Operations, supervise support staff, resolve escalated technical issues, and improve service delivery. This full-time, on-site Minneapolis role will support users across hardware, software, networking, Microsoft 365, Windows, macOS, VoIP, VPN, and ServiceNow.

Responsibilities

• Lead, train, and develop service desk technicians and student workers.
• Ensure incidents and service requests are documented, prioritized, and resolved within service-level expectations.
• Serve as the escalation point for complex technical issues and security concerns.
• Manage ServiceNow workflows, the Knowledgebase, asset records, and service performance reporting.
• Provide hands‑on support and oversee computer and software deployment.
• Document procedures, train users, and drive continuous service improvements.

Requirements

• Experience supervising or working in an IT service desk environment.
• In-depth knowledge of computer hardware, software, networking, Microsoft 365, Windows, macOS, VoIP, and VPN.
• Excellent troubleshooting, communication, leadership, and customer-service skills.
• Ability to manage tickets and records, protect confidential information, meet deadlines, and work independently.
• Ability to work full‑time on‑site in Minneapolis and lift up to 40 pounds.

Preferred

• ITIL or CompTIA A+ certification.
• ServiceNow administration or configuration experience.
• Experience with IT service management, asset management, reporting, or scripting.
• Experience supporting users in a higher education environment.

This is a 5-6 month onsite Contract opportunity with the Minneapolis client. Low-cost employee benefits, paid time off, paid Holidays, and a 401(k) (with an immediately vested company match) are available with TriCom during the contract period. H-1B visa sponsorship is not available for this position. No third-parties, please.