IT Service Desk Manager: Lead, Optimize & Support

Encore Technologies; Cincinnati (OH); On-site; USD 65,000 - 85,000; Full time

Job summary

Encore Technologies in Cincinnati, OH, seeks a Service Desk Manager to plan, organize, and direct service desk activities, ensuring high availability of IT services for users. You will lead a team of 3–5 staff, implement ITIL practices, manage incidents and SLAs, and collaborate across departments to meet business needs.

A bachelor’s degree and relevant certifications are preferred. This full-time role requires strong leadership, communication, and problem-solving skills to coach and develop the

Qualifications

• Bachelor's degree in IT/CS required.
• 3-5 years in IT service desk with 1-2 years in leadership.
• Experience with incident management and SLA.
• Familiar with ITIL practices.
• Proficient with ServiceNow, Jira, Zendesk.

Responsibilities

• Oversee IT service desk team of 3–5 staff including desktops, laptops, hardware, software, and mobile devices.
• Perform annual employee appraisals and coaching.
• Establish and implement best practices for service desk operations.
• Manage end-user hardware and applications support.
• Review incidents and ensure proper escalation procedures.
• Coordinate with managers to deliver transparent services meeting organizational needs.
• Supervise and monitor service desk staff performance.
• Provide training, counseling, and mentorship to team.
• Respond to customer service requests promptly.
• Other duties as assigned.

Skills

Incident management

Leadership

Communication

ITIL knowledge

Ticketing systems

Education

Bachelor's degree in IT/CS

IT certifications (ITIL, CompTIA, HDI)

Tools

ServiceNow

Jira

Zendesk

Job description

Encore Technologies in Cincinnati, OH, seeks a Service Desk Manager to plan, organize, and direct service desk activities, ensuring high availability of IT services for users. You will lead a team of 3–5 staff, implement ITIL practices, manage incidents and SLAs, and collaborate across departments to meet business needs.

A bachelor’s degree and relevant certifications are preferred. This full-time role requires strong leadership, communication, and problem-solving skills to coach and develop the