Senior Service Desk Leader — IT Ops & Service Excellence

Flex Technology Group; Mesa (AZ); On-site; USD 110,000 - 140,000; Full time

Job summary

Flex Technology Group in Mesa, Arizona, is seeking a strategic Senior Manager, Service Desk to lead our enterprise service desk operations in-office. This hands-on leadership role oversees end-user support, incident management, and service delivery, partnering with Infrastructure, Security, Applications, and Business teams to drive excellence.

You will build high-performing teams, manage budgets, and mentor staff while developing a roadmap for enhancements and technology adoption.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 10+ years of progressive IT experience.
• 5+ years of leadership experience managing technical support or Service Desk teams.
• Proven experience leading high-performing teams in a fast-paced enterprise environment.
• Strong strategic planning, organizational, and project management skills.
• Experience managing budgets, resources, and cross-functional technology initiatives.
• Strong understanding of IT service delivery, operational processes, and support best practices.
• Experience driving service improvements through metrics, reporting, and analytics.
• Knowledge of information security principles and enterprise technology environments.
• Exceptional communication, collaboration, and stakeholder management skills.

Responsibilities

• Lead the daily operations and strategic direction of the Service Desk team.
• Oversee the deployment, support, and lifecycle management of end-user devices and applications.
• Drive incident management, root cause analysis, and problem resolution for recurring service issues.
• Serve as a key escalation point during critical incidents and coordinate communication between technical teams, vendors, and business stakeholders.
• Manage vendor relationships, support contracts, and service performance expectations.
• Develop and execute a roadmap for Service Desk enhancements, process improvements, and technology adoption.
• Create and maintain knowledge base articles, standard operating procedures, troubleshooting guides, and escalation processes.
• Monitor service level agreements (SLAs), operational metrics, and customer satisfaction scores to ensure consistent service delivery.
• Utilize reporting and analytics to identify trends, improve performance, and drive operational excellence.
• Lead cross-functional initiatives, including technology upgrades, migrations, and process transformation projects.
• Manage budgets, resource planning, and departmental priorities.
• Coach, mentor, and develop Service Desk team members while fostering a culture of accountability and continuous learning.
• Partner with Infrastructure, Security, Applications, and Business teams to deliver seamless technology support.
• Promote operational reliability, customer-focused service, and ongoing process improvement throughout the organization.

Skills

Leadership

Strategic planning

Budget management

Stakeholder management

IT service delivery

Incident management

Data-driven analytics

Vendor management

Communication

Cross-functional collaboration

Education

Bachelor's degree in Information Technology or Computer Science

Tools

ServiceNow

Microsoft Azure

ITIL v4

Job description

Flex Technology Group in Mesa, Arizona, is seeking a strategic Senior Manager, Service Desk to lead our enterprise service desk operations in-office. This hands-on leadership role oversees end-user support, incident management, and service delivery, partnering with Infrastructure, Security, Applications, and Business teams to drive excellence.

You will build high-performing teams, manage budgets, and mentor staff while developing a roadmap for enhancements and technology adoption.