Service Desk Leader: Drive IT Support & SLAs

The Suddath Companies; Jacksonville (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) with company matching

Weekly pay

PTO and holidays

Tuition reimbursement

Job summary

The Suddath Companies in Jacksonville, FL is seeking a Service Desk Manager to oversee the performance of Service Desk Technicians and support customers, ensuring service levels and timely problem resolution based on defined metrics. The role focuses on driving efficiency and reliable IT service delivery.

You will lead an IT support function, manage vendor relationships with Dell, CDW, Microsoft, AWS, and ManageEngine, and continuously improve escalation and change processes while maintaining

Qualifications

• Experience leading a service desk or IT support team.
• Strong organizational and multi-tasking abilities.
• Excellent communication and customer service skills.
• Ability to analyze data and improve processes.

Responsibilities

• Provide Service Desk KPI data and trend reporting to IT leaders.
• Monitor and manage the phone queue and escalated calls.
• Perform daily system monitoring to verify integrity and availability.
• Oversee service delivery frameworks and SLAs; manage vendor relationships.
• Lead escalation processes and improve incident/problem/change management.

Skills

Team management

Communication

Customer service

Analytical thinking

Organizational skills

Problem solving

Attention to detail

Cross-functional collaboration

Adaptability

Education

Bachelor's degree in IT/Computer Operations

ITIL & Microsoft certifications

Tools

Microsoft 365

Teams

SharePoint

Power BI / Analytic Reporting

Ticketing software

Job description

The Suddath Companies in Jacksonville, FL is seeking a Service Desk Manager to oversee the performance of Service Desk Technicians and support customers, ensuring service levels and timely problem resolution based on defined metrics. The role focuses on driving efficiency and reliable IT service delivery.

You will lead an IT support function, manage vendor relationships with Dell, CDW, Microsoft, AWS, and ManageEngine, and continuously improve escalation and change processes while maintaining