IT Service Desk Manager — Lead & Streamline Tech Support

Glsauto; Greenville, Northern (SC, KY); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

401K match

PTO & holidays

Volunteer time off

Tuition reimbursement

Parental leave

Casual environment

Job summary

GLS in Greenville, SC is seeking a Service Desk Manager to lead the first level of support across distributed locations. This is a people-leadership role with direct reports in Greenville, SC and Tempe, AZ.

You will manage ticket handling, triage, knowledge base creation, and ensure service levels while mentoring staff and coordinating daily schedules. A bachelor’s degree and 4+ years in IT are required; Microsoft 365 experience and strong communication are essential.

Qualifications

• Bachelor’s degree required.
• Minimum of 4 years’ experience in a related IT field required.
• Microsoft 365 experience required; networking and hardware knowledge beneficial.

Responsibilities

• Lead the GLS Service Desk and manage a geographically dispersed team.
• Triage, assign, and resolve user requests; handle escalations.
• Build and maintain knowledge base; monitor and improve ticket workflows.
• Ensure adherence to service level agreements and performance metrics.
• Provide coaching and performance feedback to staff; schedule on-call rotations.

Skills

Leadership

Customer service

Communication

Team management

Independent work

Education

Bachelor's degree

Tools

Microsoft 365

Job description

GLS in Greenville, SC is seeking a Service Desk Manager to lead the first level of support across distributed locations. This is a people-leadership role with direct reports in Greenville, SC and Tempe, AZ.

You will manage ticket handling, triage, knowledge base creation, and ensure service levels while mentoring staff and coordinating daily schedules. A bachelor’s degree and 4+ years in IT are required; Microsoft 365 experience and strong communication are essential.