IT Service Desk Manager — Lead Enterprise Support

Southland Industries, Inc.; United States; Hybrid; USD 91,000 - 157,000; Full time

Benefits offered by this job

401(k) plan with company match

Medical, dental, and vision insurance

Annual bonus program

Life insurance

Disability insurance

Flexible spending accounts

Paid parental leave

Holidays, vacation, and personal time

Professional development opportunities

Wellness benefits

Job summary

Southland Industries is seeking a Manager of IT Support Services to lead the service desk across offices, shops, and remote locations. You will drive first‑touch resolution, clear ownership, and effective escalation to ensure productivity and minimal ticket bouncing.

You will partner with Desktop Support, Platform Engineering, Cloud & Systems, Network, Cybersecurity, and business technology teams to improve service quality, resolve recurring issues, and deliver superior employee experiences.

Qualifications

• Bachelor’s degree or equivalent experience in information technology, business, management, or a related field.
• 7+ years of experience in IT support, service desk, or related tech support environment.
• 3+ years of direct leadership experience managing a service desk or similar team.
• Strong understanding of ITSM practices, ticket lifecycle, SLA/OLA, and service reporting.
• ITIL certification or comparable training is preferred; Lean or Six Sigma beneficial.

Responsibilities

• Lead daily service desk operations across multiple intake channels.
• Own intake, triage, first‑level resolution, and queue health.
• Ensure tickets have proper ownership, prioritization, and professional communication.
• Establish troubleshooting standards for endpoint, Microsoft 365, and connectivity issues.
• Provide clear escalation guidance and ensure complete, actionable escalations.

Skills

Customer service

Queue management

Analytical thinking

Troubleshooting

Leadership

Education

Bachelor’s degree or equivalent experience

Tools

ITSM platforms

Remote-support tools

Knowledge management systems

Reporting dashboards

Job description

Southland Industries is seeking a Manager of IT Support Services to lead the service desk across offices, shops, and remote locations. You will drive first‑touch resolution, clear ownership, and effective escalation to ensure productivity and minimal ticket bouncing.

You will partner with Desktop Support, Platform Engineering, Cloud & Systems, Network, Cybersecurity, and business technology teams to improve service quality, resolve recurring issues, and deliver superior employee experiences.