Senior Service Desk Manager — Flexible Schedule & Impact

AeroVironment; Florida; On-site; USD 123,000 - 209,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k match

Flexible schedule

9/80 schedule

Job summary

AeroVironment is seeking a Manager, Service Desk to lead daily operations, guide frontline staff, and ensure timely technical support across enterprise applications and devices. You will implement ITIL processes, monitor SLAs, and drive KPI reporting while coaching staff to deliver high-quality service.

The role requires strong supervisory experience, 5–7 years in IT service desk environments, and hands-on support across desktop and mobile platforms.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent).
• 5–7 years of IT Service Desk/Technical Support experience.
• 2–4 years of direct supervisory or team lead experience.
• 5+ years of hands-on experience supporting enterprise desktop and mobile platforms (Windows, macOS, iOS, Linux).
• Experience administering and configuring enterprise ticketing platforms (ServiceNow, Jira Service Management, Ivanti).
• Experience with endpoint management tools (Workspace ONE, Intune/MECM, Ivanti EPM).
• Ability to meet ITIL-aligned SLAs and KPIs; 40-hour on-site work week with on-call flexibility.

Responsibilities

• Aligns daily Service Desk operations with IT leadership strategy.
• Enforces SLAs to maintain resolution times and customer satisfaction.
• Implements and maintains standard operating procedures for incidents and requests.
• Analyzes Service Desk activity to identify trends and fixes.
• Provides coaching and performance evaluations for staff.
• Monitors expenditures and assists in budget forecasting.
• Manages ticketing workflows and asset tracking configurations.
• Oversees distributed/multi-site support teams and escalations.

Skills

Customer service

Leadership

Coaching

Analytical thinking

Education

Bachelor’s degree in IT/CS or equivalent

Tools

ServiceNow

Jira Service Management

Ivanti

Workspace ONE

Intune/MECM

Ivanti EPM

Job description

AeroVironment is seeking a Manager, Service Desk to lead daily operations, guide frontline staff, and ensure timely technical support across enterprise applications and devices. You will implement ITIL processes, monitor SLAs, and drive KPI reporting while coaching staff to deliver high-quality service.

The role requires strong supervisory experience, 5–7 years in IT service desk environments, and hands-on support across desktop and mobile platforms.