IT Service Desk Manager

EVAPCO, Inc.; Taneytown (MD); On-site; USD 95,000 - 150,000; Full time

Benefits offered by this job

Medical, Vision, & Dental Insurance

Employee Stock Ownership Program

Profit Sharing Bonus

Paid Holidays

Paid Vacation

Paid Maternity and Paternity Leave

Paid Sick Leave

Long Term Disability

Job summary

EVAPCO, Inc. is seeking an IT Service Desk Manager to lead a global, on-site service desk team at our Taneytown, MD headquarters. You will drive incident resolution, user satisfaction, and process maturity while owning service levels and ITSM administration. Expect collaboration across IT teams and rare travel.

The role demands ITIL expertise, strong communication, and proven leadership to develop a high-performing support organization at a large enterprise.

Qualifications

• Bachelor's degree or equivalent professional experience in IT related field

Responsibilities

• Lead and mentor a team of service desk technicians and analysts
• Define and monitor KPIs and SLAs for service desk performance
• Own ITSM platform administration, knowledge base, and self-service improvements
• Coordinate incident, problem and change processes following ITIL practices
• Manage asset, endpoint, and device management aligned with security standards

Skills

Service Desk Leadership

ITIL Service Management

Stakeholder Communication

Governance & Metrics

Team Development

Vendor Management

Issue Escalation

Reporting & Dashboards

Education

Bachelor's degree in Information Technology or related field

Tools

ITSM Platforms (ServiceNow, Jira Service Management, Freshservice)

Job description

Job Overview

The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a team of IT service desk technicians and support analysts. This role ensures high-quality, efficient support across a large, global enterprise by improving incident resolution, user satisfaction, service performance, and process maturity.

The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a team of IT service desk technicians and support analysts. This role ensures high-quality, efficient support across a large, global enterprise by improving incident resolution, user satisfaction, service performance, and process maturity. Reporting to the Global IT & Cyber Security Manager, this position owns service levels and performance metrics, Jira Service Management administration, knowledge and self-service capabilities, ITIL-aligned incident, problem, and change practices, asset and endpoint management processes, vendor performance, escalations, and operational reporting. This is a full-time, on-site position at Evapco's corporate headquarters in Taneytown, Maryland. Very infrequent travel may be required.

Key Responsibilities

Service Desk Leadership & Team Development

• Lead, schedule, coach, and mentor a team of service desk technicians and support analysts, fostering a customer-first, continuous-improvement culture
• Own performance management activities, including goal-setting, regular one-on-one meetings, professional development planning, and constructive feedback
• Manage staffing coverage and shift scheduling to provide consistent support availability across global time zones as needed

Service Delivery & Performance Management

• Define, monitor, and continuously improve key performance indicators and service level agreements, including first-call resolution, ticket aging, and customer satisfaction
• Analyze service trends, recurring issues, and root causes to improve resolution times and the overall end-user experience
• Use operational data and customer feedback to prioritize service improvements and align support delivery with business goals

ITSM Platform, Knowledge & Self-Service

• Serve as the business owner and administrator for IT Service Management system, including queue configuration, workflows, automation, and reporting dashboards
• Maintain and enhance the knowledge base and end-user self-service capabilities to reduce avoidable tickets and empower users
• Drive strategic initiatives to modernize service desk tools, processes, and support capabilities

Incident, Problem & Change Management

• Manage incident, problem, and change management lifecycles in alignment with ITIL best practices
• Coordinate escalations, major incident response, stakeholder communications, and post-incident reviews
• Identify corrective actions and process improvements that drive lasting resolution and greater service maturity

Asset, Endpoint & Device Management

• Oversee IT asset management (ITAM) and mobile device management (MDM) processes, ensuring accurate inventory, lifecycle tracking, and compliance
• Partner with security and infrastructure teams to ensure endpoints are provisioned, patched, and managed to corporate standards
• Support consistent processes for device deployment, replacement, transfer, recovery, and retirement

Vendor, Escalation & Stakeholder Management

• Manage relationships with third-party vendors and service providers and hold them accountable to contractual service levels
• Serve as the primary escalation point for complex, high-impact, or business-critical support issues
• Communicate service status, initiatives, risks, and outcomes effectively to technical and non-technical stakeholders

Reporting & Communication

• Produce clear, actionable performance and operational reports for IT leadership and business stakeholders
• Present service trends, performance results, improvement plans, and recommendations in a concise and business-focused manner

Required Qualifications

• Bachelor's degree in Information Technology, a related technical or business discipline, or equivalent professional experience
• Five or more years of experience in a Service Desk Manager or equivalent IT support leadership role
• Demonstrated experience leading, coaching, and developing technical support teams in an enterprise environment
• Strong working knowledge of ITIL service management practices
• Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical audiences
• Customer-focused, performance-driven approach with strong problem-solving, reporting, and stakeholder management skills

Preferred Qualifications

No certifications are required for this role. Relevant industry certifications are considered a plus, including:

• ITIL 4 Foundation or higher
• HDI Support Center Manager or HDI Support Center Team Lead
• CompTIA A+, Network+, or Security+
• Microsoft 365, Modern Desktop, Endpoint Administrator, Azure, or Identity and Access certifications
• PMP, CAPM, Agile, or Scrum credentials

Key Skills & Competencies

• Service Desk Operations & Team Leadership
• ITIL Service Management
• Incident, Problem & Change Management
• ServiceNow, Freshservice, Jira Service Management, or other ITSM Platform Administration
• Knowledge Management & End-User Self-Service
• Microsoft 365 Administration & Support
• Microsoft Entra ID, Microsoft Intune, Windows & Active Directory
• Microsoft Power Automate & Power Apps
• IT Asset Management (ITAM) & Mobile Device Management (MDM)
• Service Level, KPI, CSAT & Operational Reporting
• Vendor Management, Escalation Management & Stakeholder Communication

Evapco’s Summary of Pay & Benefits

• The salary range consists of base pay and most recent profit sharing bonus amounts
• Medical, Vision, & Dental Insurance
• Employee Stock Ownership Program – we are an employee-owned company
• Profit Sharing Bonus – which is paid twice per year
• (k)larity Plan - Voluntary Employee Retirement Savings Plan
• Paid Holidays
• Paid Vacation
• Paid Maternity and Paternity Leave
• Bereavement Pay
• Company Paid Basic Life Insurance equivalent to base salary, with option for Supplemental Life election
• Paid Sick Leave
• Long Term Disability