Senior IT Service Desk Manager

KSM (Katz, Sapper & Miller); Indianapolis (IN); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading advisory firm in the U.S. seeks a Senior IT Service Desk Manager to oversee IT support services. The role involves defining service desk strategy, managing incidents, and leading a team to ensure high service levels. Ideal candidates will have a Bachelor's in IT, extensive ITSM experience, and strong leadership skills. Join a culture that values collaboration and personal growth.

Qualifications

• 5+ years in ITSM; 3-5 years in leadership managing remote teams.
• Experience with Incident, Problem, Change, Asset, Knowledge, and Service Request Management.

Responsibilities

• Define and implement the vision for service desk operations.
• Lead incident response during outages and collaborate with IT teams.
• Hire, train, and coach support technicians across locations.

Skills

Communication

Leadership

Problem Solving

Negotiation

Conflict Resolution

Education

Bachelor’s in IT

Tools

Jira

Confluence

Job description

Job Description

We’re KSM, one of the top 50 largest independent advisory, tax, and audit firms in the United States. But more than our size, it’s our people and culture that set us apart. We believe great things happen when people are supported, challenged, and given the freedom to do their very best work. That’s why we’ve built a workplace where your career and personal life can thrive together – where you have the flexibility to manage your time, the resources to grow, and a team that genuinely cares about your success.

We’ve been employee-owned since 2001, giving every team member a stake in our collective success. This ownership mentality fosters a culture of collaboration, curiosity, and excellence – where new ideas are welcomed, different perspectives are valued, and you’re encouraged to explore what excites you most. Whether you’re expanding your skills, tackling new challenges, or making an impact beyond the office, we provide the resources and support to help you grow in the direction that’s right for you.

At KSM, your contributions matter – not just to the firm, but to your colleagues, clients, and the communities we serve across the U.S. If you’re looking for a place where you can do meaningful work, build lasting relationships, and grow in ways that align with what’s most important to you, we’d love to meet you.

Position Overview

We are seeking an experienced Senior IT Service Desk Manager to join our team. In this role, you will oversee the delivery of IT support services, ensuring they meet service levels and align with business objectives. You will create the IT strategy for help desk management supporting all KSM offices, leveraging the ITIL framework for Incident Management, Problem Management, Change Management, Service Request Management, and Continuous Improvement.

Key Responsibilities

1. Service Desk Management strategy – Define and implement the vision for service desk operations, including incident vs. service request separation, SLAs, and performance reporting.
2. Incident and Problem Management – Lead incident response during outages, collaborating with IT teams, vendors, and business partners, and providing updates until resolution.
3. Team Management and Leadership – Hire, train, and coach support technicians across locations to resolve incidents within SLAs.
4. On-Call Support Responsibilities – Provide rotational on-call coverage outside regular hours, maintaining procedures and communication during incidents.
5. Onboarding/Offboarding requests – Develop SOPs for onboarding/offboarding and represent IT in new hire orientation.
6. Stakeholder and Customer Engagement – Act as the bridge between IT and business units, managing expectations and updates.
7. Inventory and Asset Management – Manage the full lifecycle of IT assets.
8. Knowledge Management – Create knowledge base articles, promote self-service, and analyze incidents for education.
9. Continuous Improvement – Evolve ITIL processes, automate workflows, and promote shift-left strategies.
10. Research industry best practices and trends – Incorporate recommendations to enhance the Service Desk function.
11. Vendor Management, Software Licensing, and Invoicing – Manage equipment inventory, licenses, and invoicing.
12. Other duties as assigned

Qualifications

• Experience – Bachelor’s in IT or related field; 5+ years in ITSM; 3-5 years in leadership managing remote teams; experience with Incident, Problem, Change, Asset, Knowledge, and Service Request Management; familiarity with Jira, Confluence, project management tools; multi-site management experience is a plus.

• Soft Skills – Excellent communication and leadership; problem-solving, negotiation, conflict resolution skills.

• Certifications (Strongly Preferred) – ITIL Foundations or equivalent; PMP or similar; Agile certification with project leadership experience.

We are an equal opportunity employer. All qualified applicants will receive consideration without regard to age, color, sex, sexual orientation, gender identity, disability, and other protected categories.

KSM only accepts resumes directly submitted by candidates or referrals from current employees. Unsolicited resumes from staffing agencies or fee-based services will not be considered unless there is a signed vendor contract. We will not pay fees to recruiters or agencies without such a contract.