Senior IT Service Desk Manager — Enterprise IT Ops

Patriot Talent Solutions; Oak Ridge (TN); On-site; USD 110,000 - 140,000; Full time

Job summary

Patriot Talent Solutions in Oak Ridge, TN is seeking an experienced IT Service Desk Manager to lead and mature enterprise service desk operations on-site five days per week. This direct-hire role requires a strong IT leadership background, with a focus on delivering reliable desktop, server, network, and cloud support.

The ideal candidate will bring 10+ years in IT, including five years in service desk management, and will oversee incident management, metrics, and staff development in a

Qualifications

• Bachelor’s degree in computer science, information technology, or a related technical discipline.
• At least 10 years of IT experience within a mid-sized or large enterprise environment.
• At least five years of experience managing an IT Service Desk.
• Experience managing incident and service request processes, ticket queues, service levels, and operational metrics.
• Demonstrated experience leading, coaching, and developing technical support professionals.
• U.S. citizenship.

Responsibilities

• Lead the daily delivery of incident and service request management across on-premises and cloud-based environments.
• Oversee the day-to-day activities of the IT Service Desk team.
• Coordinate the identification, prioritization, escalation, and resolution of incidents and service requests.
• Ensure Service Desk activities are properly monitored, documented, tracked, and resolved.
• Monitor ticket workflows, service levels, queue health, knowledge management, and team performance.
• Support daily local area network operations to help maintain the availability and reliability of servers, printers, computers, and connected devices.
• Promote ITIL-aligned service management practices and consistent service delivery.

Skills

Leadership

Coaching

Communication

Troubleshooting

Documentation

Analytical

Education

Bachelor's degree in CS/IT

Tools

Microsoft 365

Azure

Job description

Patriot Talent Solutions in Oak Ridge, TN is seeking an experienced IT Service Desk Manager to lead and mature enterprise service desk operations on-site five days per week. This direct-hire role requires a strong IT leadership background, with a focus on delivering reliable desktop, server, network, and cloud support.

The ideal candidate will bring 10+ years in IT, including five years in service desk management, and will oversee incident management, metrics, and staff development in a