Remote Service Desk Lead — ITSM & Global Support

Y-Axis; Lansdowne, Northern (VA, KY); Hybrid; USD 92,000 - 148,000; Full time

Job summary

Alliance Defending Freedom is seeking a Service Desk Manager to lead the IT Support team across US offices and international sites. You will drive service delivery, manage escalations, and advance ITSM adoption while ensuring strong customer service and hands-on leadership.

The role requires 5+ years in desktop/systems support or IT service management, plus 2+ years in supervision; remote work is allowed, with travel to various offices as needed.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years in desktop/systems support or IT service management.
• 2+ years in supervisory role.

Responsibilities

• Lead and manage a dispersed Service Desk and IT Support team across US and international offices.
• Drive optimization of service delivery to meet SLAs and improve productivity.
• Champion ITSM framework adoption and continuous process improvement.
• Oversee escalation and resolution of tickets, reducing recurring issues.
• Provide hands-on support for onsite and remote staff; support multiple platforms.

Skills

IT Service Management

Team Leadership

Technical Troubleshooting

SLA Management

ITSM Framework

Asset Management

Process Improvement

Customer Service

Remote Support

Knowledge Base Management

AI-assisted Support

Root Cause Analysis

Education

Bachelor’s degree in Computer Science, IT, or related field

Job description

Alliance Defending Freedom is seeking a Service Desk Manager to lead the IT Support team across US offices and international sites. You will drive service delivery, manage escalations, and advance ITSM adoption while ensuring strong customer service and hands-on leadership.

The role requires 5+ years in desktop/systems support or IT service management, plus 2+ years in supervision; remote work is allowed, with travel to various offices as needed.