Senior Service Desk Manager | ITIL SLA & Team Leadership

AV; Virginia; On-site; USD 118,000 - 200,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with company match

Flexible schedule

Job summary

AV is seeking a Manager, Service Desk to oversee daily operations and frontline staff, ensuring timely, high-quality IT support. This role manages incidents, requests, SLA compliance, ITIL processes, asset management, and service metrics across the organization.

You will coach staff, drive budgeting and capacity planning, and provide hands-on support for escalations as needed. The position is on-site with potential for on-call duties.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent combination of education, training, and experience).
• Minimum of 5-7 years of experience in IT Service Desk / Technical Support environments.
• Minimum of 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).
• Demonstrated experience administering and configuring enterprise ticketing platforms (e.g., ServiceNow, Jira Service Management, Ivanti).
• Working knowledge of enterprise endpoint management and software deployment tools (e.g., VMware Workspace ONE, Microsoft Intune/MECM, Ivanti EPM).
• Proven track record of monitoring, meeting, and reporting on ITIL-aligned SLAs and operational KPIs.

Responsibilities

• Aligns daily Service Desk operations with IT leadership’s strategy, communicating updates and team performance to leadership.
• Enforces SLAs to maintain incident resolution times and customer satisfaction.
• Implements and maintains standard operating procedures for incidents and requests.
• Analyzes daily/weekly activity to identify bottlenecks and trends, implementing fixes.
• Conducts regular performance evaluations and coaching for technicians and staff.
• Monitors expenditures and provides input into hardware, software, and staffing budgets.
• Administers and optimizes ticketing workflows, catalogs, and asset tracking.
• Evaluates Service Desk software and hardware in coordination with procurement.
• Coordinates purchasing, provisioning, and deployment of end-user hardware.
• Supervises distributed/multi-site support teams and shifts.
• Ensures prompt resolution of Tier 1-3 tickets across applications and hardware.
• Develops and maintains knowledge bases and runbooks.
• Onboards and mentors junior technicians to raise technical competency.

Skills

IT leadership

Ticketing systems

SLA management

Staff coaching

Vendor coordination

Budget/forecasting

Performance reviews

Operational analysis

ITIL processes

On-site support

Education

Bachelor’s degree in Information Technology / Computer Science or related field

Tools

ServiceNow

Jira Service Management

Ivanti

VMware Workspace ONE

Microsoft Intune/MECM

Ivanti EPM

Job description

AV is seeking a Manager, Service Desk to oversee daily operations and frontline staff, ensuring timely, high-quality IT support. This role manages incidents, requests, SLA compliance, ITIL processes, asset management, and service metrics across the organization.

You will coach staff, drive budgeting and capacity planning, and provide hands-on support for escalations as needed. The position is on-site with potential for on-call duties.