IT Service Desk Manager

Evapco; Taneytown (MD); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Employee stock ownership

Profit sharing bonus

Retirement savings plan

Paid holidays

Paid vacation

Parental leave

Life insurance

Job summary

Evapco seeks an IT Service Desk Manager to lead day-to-day operations and build a capable team of support analysts at its Taneytown, MD headquarters. The role focuses on incident resolution, user satisfaction, and process maturity in a large global enterprise.

Reporting to the Global IT & Cyber Security Manager, you will own service levels, ITSM administration, and ITIL-aligned practices, with occasional travel. This is a full-time on-site position.

Qualifications

• Bachelor's degree or equivalent professional experience in IT/related field.
• 5+ years in Service Desk Manager or IT support leadership role.
• Experience in enterprise service desk environments.
• Strong ITIL service management knowledge and practices.
• Excellent written and verbal communication with technical and non-technical audiences.
• Customer-focused, performance-driven approach with reporting and stakeholder management skills.

Responsibilities

• Lead, coach, and mentor a global service desk team for reliable support.
• Own performance management, goals, and professional development plans.
• Ensure consistent global coverage with effective shift scheduling.
• Define and improve KPIs and SLAs; monitor incident resolution and CSAT.
• Administer ITSM platform configurations, workflows, and dashboards.
• Maintain knowledge base and self-service to reduce tickets.
• Coordinate escalations and post-incident reviews with stakeholders.

Skills

ITIL knowledge

Leadership

Communication

Data-driven

Stakeholder management

Problem solving

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Freshservice

Jira Service Management

Job description

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
• 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
• 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
• 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 Power Automate & Power Apps
• Service Level, KPI, CSAT & Operational Reporting

Evapco's Summary of Pay & Benefits:

• The salary range consists of base pay and most recent profit sharing bonus amounts
• 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