IT Service Desk Manager — Lead Global Support & Innovation

Jewish Federation of Greater Dallas; Dallas (TX); On-site; USD 92,000 - 148,000; Full time

Benefits offered by this job

401(k) with 4% company match

Medical and dental insurance

Paid time off

Paid holidays

Job summary

Alliance Defending Freedom in Lansdowne, VA is seeking a Team Leader to manage the Service Desk across US and international offices. You will mentor a dispersed team, drive ITSM improvements, and ensure high SLAs while handling tickets hands-on as needed.

You will partner with security, infrastructure, and engineering to implement new IT technologies, expand self‑service knowledge bases, and travel ~10–15% as required.

Qualifications

• Bachelor's degree or equivalent experience in CS/IT.
• 5+ years in desktop/systems support or ITSM, with 2+ years supervisory experience.
• Strong written and verbal communication, ability to explain technical topics to non‑technical staff.

Responsibilities

• Lead the Service Desk team to meet SLAs and improve performance.
• Analyze activities and develop tools/process changes for efficiency.
• Support ITSM framework and champion continuous improvement.
• Escalate and follow up on tickets; reduce recurring issues.
• Provide local and remote support; coordinate with vendors as needed.
• Document root causes, workarounds, and fixes; maintain SOPs.

Skills

Team leadership

IT service management

Excellent communication

Troubleshooting

Problem solving

Travel readiness

Education

Bachelor's degree in CS/IT or related field

ITIL Foundation certification preferred

Tools

AI-assisted support tools

Job description

Alliance Defending Freedom in Lansdowne, VA is seeking a Team Leader to manage the Service Desk across US and international offices. You will mentor a dispersed team, drive ITSM improvements, and ensure high SLAs while handling tickets hands-on as needed.

You will partner with security, infrastructure, and engineering to implement new IT technologies, expand self‑service knowledge bases, and travel ~10–15% as required.