IT Service Desk Manager

Sawdey Solution Services; Ohio; Remote; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking an IT Service Desk Manager to lead their service desk operations. This role involves managing a team of technicians, ensuring service delivery excellence, and fostering client relationships. You will play a crucial role in enhancing service performance and driving continuous improvement. With a focus on work-life balance and professional growth, this company offers a vibrant culture and extensive benefits. Join a dedicated team committed to securing our nation's digital infrastructure and make a significant impact in a supportive environment.

Benefits

Comprehensive medical, dental, and vision benefits

401(k) with employer matching

Paid training and tuition reimbursement

Employee Assistance Program (EAP)

Flexible Spending Accounts (FSA)

Competitive PTO package

Employee referral program

Wellness challenges

Virtual team building activities

Lunch and learns

Qualifications

• 5-10 years of IT-related experience required.
• 3+ years as a Service Desk Manager or similar role.
• Knowledge of IT service desk operations and strategic planning.

Responsibilities

• Lead day-to-day operations of the IT service desk.
• Manage service desk resources for optimal performance.
• Ensure adherence to technical and administrative processes.

Skills

IT Service Desk Management

Client Relationship Management

Performance Metrics Development

ServiceNow

Microsoft Office Suite

Education

Bachelor's degree in Information Technology

Tools

ServiceNow

Microsoft Teams

Job description

Title	IT Service Desk Manager
Req Number	INF-25-00011
Requisition Category	Active
Full-Time/Part-Time	Full-Time
Location	Remote, USA
Description	Pay Rate: The annual base salary range for this position TBD. Please note that the salary information is a general guideline only. At Sawdey Solution Services, we recognize that attracting the best talent is key to our strategy and success as a company. We will consider several factors when extending an offer to an applicant. These factors include (but are not limited to) the position, associated responsibilities, work experience, education, related training, and related skills. Position Location: Remote, USA Position Location Specifics: N/A Work Environment: Remote/Telework/Work From Home Who You'll Report To: This position will report directly to the contract lead. About the Role: This position falls under the umbrella of Sawdey's Managed Services Division (MSD). Sawdey MSD is a full-service Managed Service Provider (MSP)/Managed Security Service Provider (MSSP) providing IT and/or cybersecurity services to a variety of different clients (defense/government contractors, municipalities, non-profits, commercial organizations, etc.). The Service Desk Manger will lead and manage the day-to-day operations of the IT service desk. This position will be responsible for planning and managing service delivery for the client while continuously evaluating for improvements. Additional Responsibilities Include, but are not Limited To: * Supervise and provide strategic oversite to junior, mid-level, and senior service desk technicians. * Manage and allocate service desk resources to ensure optimal coverage, efficiency, and performance across all service operations. * Ensure that all technicians are aware of and follow both the client and company's technical and administrative processes. * Manage all staffing initiatives including hiring, onboarding, and training, as well as performance improvement efforts and disciplinary actions. * Oversee the creation and maintenance of documentation that outlines in detail the client and company's technical and administrative processes and procedures. * Acts as the first level in service ticket escalations for all user issues and appropriately escalates issue to the correct resources. * Participates in meetings with the client and management personnel as needed to facilitate communication, awareness, and process improvements. * Monitor service performance against Service Level Agreements (SLAs). * Use ServiceNow for tracking active tickets, metrics, and maintaining high customer service. * Ensure that specific and measurable targets are met for all IT services. * Lead, schedule, and participate in an on-call rotation. * Perform other duties, as assigned. Experience Requirements: * Five (5) to ten (10) years' IT-related experience desired. * Minimum of three (3) years' experience as a Service Desk Manager or similar role. * Experience managing client relationships at the executive level. * Knowledge of IT service desk operations, including strategic planning and tactical execution. * Experience developing, maintaining, and using performance metrics for performance management and continual service improvement. * Experience working with the ServiceNow highly desired. Education Requirements: * Bachelor's degree in Information Technology (IT), Computer Science, Leadership, or Business Management, or a similarly related field desired. Other Required Skills & Abilities: * Must be able to effectively communicate with customer and fulfill all duties and responsibilities as listed in the contract. * Must be proficient in Microsoft Office suite including, but not limited to: Word, PowerPoint, Excel, and Outlook. * Must be able to communicate and collaborate with employees, clients, and colleagues in a professional, respectful, and timely manner. * Must be able to articulate technical information to non-technical people. * Must be self-motivated and self-directed with the ability to work with minimal direction and oversite. * Must be able to pay very close attention to detail. * Must be able to participate in an on-call rotation. * Must be able to use personal smartphone device on an as-needed basis to perform job-related tasks such as supporting an on-call rotation, accessing Microsoft Teams and Outlook, and enabling/signing into multi-factor authentication (MFA) applications. o Please Note: Incoming and Outgoing calls are made via an assigned extension in Microsoft Teams desktop. There is no requirement to use a personal smartphone device to support phone calls. Background Check Requirements: * Must be able to pass a favorable Background Check. US Citizenship Requirements: To comply with CMMC requirements, as well as U.S. Government contracts, U.S. citizenship is required. Benefits at Sawdey MSD: At Sawdey MSD, we offer an extensive benefits package. Our employee-focused benefits for full-time employees include: * Vibrant Company Culture: Become an integral part of our positive, encouraging, and uplifting team culture; we are all on this mission together! * Healthy Work-Life Balance: We place a strong emphasis on work-life balance; we don't just 'talk the talk' in terms of work-life balance, we 'walk the walk'! We not only support, but highly encourage, prioritizing your health and well-being. * Competitive Compensation Package: Competitive rates with comprehensive medical, dental, and vision benefits for you, your spouse, and your dependents. o Health Saving Account (HSA) with employer contributions. o Dependent-care Flexible Spending Account (FSA). o Parking and Transit Flexible Spending Account (FSA). o Excellent PTO package (based on status). o Immediately vested 401 (k) with employer matching. o Employee Assistance Program (EAP). o Employee Referral program with compensated referrals! o Additional benefits offered! * Extra Compensation Opportunities: o Additional compensation for on-call duty weeks, including a premium for weeks that include a Federal holiday. * Grow With Us: We offer a paid Training and Tuition reimbursement program to help you advance and excel in your career. We also offer an employee mentorship program and prioritize internal promotions and success. Sawdey MSD firmly believes in our employees and advocates an environment to promote from within, which serves to boost morale while keeping high performers engaged and challenged. We also place the utmost importance on team building and collaboration in a remote environment. To promote these beliefs, you will also find additional benefits and programs that will enrich your career here at Sawdey MSD: * Lunch and learns. * Employee mentorship program. * Focus on internal career advancement and growth. * Virtual team building activities. * Wellness challenges.
About the Organization	Sawdey Solution Services, an ISO 9001 certified and CMMI-SVC v2 Level 3 appraised corporation, has built a nationwide and global footprint as a leading government contracting organization. Specializing in cybersecurity, systems engineering, and operational support, Sawdey invites you to be a part of a team that's at the forefront of securing our nation. Operating successfully since 2001, we are a Woman Owned/Service-Disabled Veteran Owned Business. We provide our clients with premier professional services and technology solutions in an employee-centric environment. We are extremely proud of the culture we have created. Why Choose Us? Mission-Critical Work: We play a vital role in ensuring the security of our nation's digital infrastructure. Professional Growth: Embrace the opportunity to take on diverse and dynamic roles that challenge and inspire you. Collaborative Culture: You are joining a unified team where your unique contributions are valued and celebrated. Who We're Looking For: Hardworking Individuals: If you're someone who takes initiative, loves a challenge, and is committed to excellence, you'll feel right at home here. Talented Professionals: Whether you're an expert in your field or a rising star, we recognize your potential and support your effort toward success. Diverse Perspectives: Our strength lies in our diversity. We believe that a diverse team fosters creativity, innovation, and achievement.
EOE Statement	We are a Disabled-Veterans-41 CFR 60 1.4, Equal Opportunity Employer. Devoted to creating a diverse and friendly workplace, we do not discriminate against any employee or applicant because of race, age, sex, color, physical or mental disability, religion, sexual orientation, gender identity, marital status, national origin, or veteran status. Our goals and beliefs are that diverse backgrounds and experiences empower and enable us to offer our customers an unmatched level of service. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply!
This position is currently accepting applications.