Service Desk Director & IT Support Strategy Leader

Teach For America; United States; Remote; USD 85,000 - 115,000; Full time

Job summary

Teach For America is seeking a Service Desk Manager to lead the team in delivering high-quality technical support and an exceptional customer experience.

You will oversee daily operations, budget, and long-term strategy; interview, hire, train, and develop technicians; and drive process improvements using ITIL and service management tools.

The role emphasizes teamwork, growth, and a mission-driven culture across the U.S.

Qualifications

• 4+ years in IT technical support with 1–3 years in a leadership role.
• Strong communication, planning, and problem-solving skills.
• Experience with service management tools and ITIL principles.

Responsibilities

• Verify agents follow established processes and provide quality service.
• Interview, hire, train, and develop Service Desk technicians.
• Review trends to identify process improvements and automation opportunities.

Skills

Help desk management

ITIL

Communication

Planning

Tools

ITSM tools

Job description

Teach For America is seeking a Service Desk Manager to lead the team in delivering high-quality technical support and an exceptional customer experience.

You will oversee daily operations, budget, and long-term strategy; interview, hire, train, and develop technicians; and drive process improvements using ITIL and service management tools.

The role emphasizes teamwork, growth, and a mission-driven culture across the U.S.