IT Service Desk Manager: Lead, Optimize, Deliver

Leeds Professional Resources; Miami (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Leeds Professional Resources is seeking an experienced IT Service Desk Manager to lead our service desk operations and ensure high-quality technical support across the organization.

The ideal candidate will have a customer-first mindset, strong leadership, and a solid IT background with ITIL expertise. Fluency in English and Spanish is required, and you will collaborate with IT teams to optimize incident resolution and service delivery in a fast-paced environment.

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• Fluency in English and Spanish.
• 5+ years IT support, service desk, or IT operations.
• 2+ years leading an IT support or service desk team.
• Strong ITIL knowledge and ITSM process experience.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, Freshservice or similar tools.
• Strong knowledge of Microsoft 365, Active Directory / Entra ID, Windows environments, endpoint management, and general IT infrastructure.
• Experience managing SLAs, KPIs, service desk reporting, and performance metrics.

Responsibilities

• Lead daily IT Service Desk operations and ensure timely incident resolution.
• Mentor and develop the Service Desk team with clear performance expectations.
• Develop and enforce service desk policies, procedures, and escalation processes.
• Ensure proper staffing and resource allocation to meet business needs.
• Oversee ITIL processes: incident, problem, change and request management.
• Monitor SLA and KPI performance and drive continual service improvements.
• Collaborate with IT teams on onboarding, access provisioning, and asset management.
• Communicate effectively with stakeholders about disruptions and resolutions.

Skills

Leadership

Customer focus

Bilingual English/Spanish

ITIL knowledge

Communication

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Jira Service Management

Freshservice

Active Directory / Entra ID

Microsoft 365

Job description

Leeds Professional Resources is seeking an experienced IT Service Desk Manager to lead our service desk operations and ensure high-quality technical support across the organization.

The ideal candidate will have a customer-first mindset, strong leadership, and a solid IT background with ITIL expertise. Fluency in English and Spanish is required, and you will collaborate with IT teams to optimize incident resolution and service delivery in a fast-paced environment.