IT Service Desk Manager - Lead Global Support & ITSM

(EDO) Entertainment Data Oracle, Inc.; Lansdowne (VA); On-site; USD 92,000 - 147,900; Full time

Job summary

Alliance Defending Freedom is seeking a Service Desk Team Leader to oversee Tier 1 & 2 support, drive ITSM initiatives, and lead dispersed teams across US and international offices. You will tackle escalations, optimize processes, and mentor staff while delivering excellent end‑user service.

The role emphasizes hands‑on ticket handling, strategic transformation of the Service Desk, and collaboration with security, infra, and engineering teams to improve performance and outcomes.

Qualifications

• Bachelor’s degree or equivalent experience in IT.
• 5+ years in desktop/systems support or IT service management.
• 2+ years supervisory experience and leadership skills.
• Excellent written and verbal communication in non-technical terms.

Responsibilities

• Lead and manage the Service Desk and IT Support team across US and international offices.
• Ensure SLAs are met and generate regular productivity reports.
• Drive ITSM adoption and continuous improvement initiatives.
• Escalate and follow up tickets; reduce recurring issues.
• Provide local and remote support using remote tools; support various platforms.
• Coordinate with leads, IT staff, and vendors to address issues and new tech.
• Document root causes, workarounds, and fixes; communicate outcomes clearly.
• Maintain inventory and enforce asset controls; manage min/max levels.
• Develop SOPs and policies; expand self-service knowledge base.
• Travel to US and European offices as needed.

Skills

Leadership

Communication

Troubleshooting

End-user support

Travel readiness

Education

Bachelor’s degree in computer science or related field

Tools

ITSM tools

Remote control tools

AI-assisted support tools

Job description

Alliance Defending Freedom is seeking a Service Desk Team Leader to oversee Tier 1 & 2 support, drive ITSM initiatives, and lead dispersed teams across US and international offices. You will tackle escalations, optimize processes, and mentor staff while delivering excellent end‑user service.

The role emphasizes hands‑on ticket handling, strategic transformation of the Service Desk, and collaboration with security, infra, and engineering teams to improve performance and outcomes.