Service Desk Manager

Vaco Recruiter Services; Cincinnati (OH); Hybrid; USD 85,000 - 110,000; Full time

Job summary

A leading recruitment service provider is seeking a Service Desk Manager in Cincinnati, Ohio. The role includes leading a small helpdesk team, providing hands-on technical support, and managing service level agreements. Ideal candidates have over 5 years of IT support experience, with strong leadership skills and proficiency in Office 365 and Active Directory. This position offers a flexible schedule and one remote workday each week.

Benefits

Flexible schedule

Remote work options

Qualifications

• 5+ years of IT helpdesk or technical support experience.
• At least 2-3 years in a supervisory or lead role.
• Strong knowledge of Office 365, Active Directory, and VPN.

Responsibilities

• Lead and mentor a helpdesk team.
• Provide hands-on technical support for escalated issues.
• Establish and monitor service level agreements (SLAs).
• Track helpdesk metrics and performance.

Skills

IT helpdesk management

Technical support

Communication skills

Problem-solving

Customer service

Leadership

Tools

Office 365

Active Directory

ServiceNow

VPN

Job description

Overview

Vaco is seeking a hands-on Service Desk Manager to lead and support our clients' IT Helpdesk team.

Enjoy a flexible schedule with one remote day each week!

The Service Desk Manager will manage a small team of helpdesk professionals while also working directly on day-to-day technical issues.

The ideal candidate will bring a balance of leadership, technical expertise, and customer service focus to ensure the team delivers high-quality support.

Key Responsibilities

• Lead, mentor, and supervise a helpdesk team
• Provide hands-on technical support for escalated issues, including Office 365, Active Directory, VPN, and other core systems
• Establish, monitor, and enforce service level agreements (SLAs) to ensure timely and effective issue resolution
• Define and track helpdesk metrics and performance reports, using data to improve efficiency and service delivery
• Oversee ticket management processes, ensuring prioritization and escalation are handled appropriately
• Collaborate with other IT staff and business units to solve complex technical issues and improve system reliability
• Develop and maintain documentation, processes, and best practices for helpdesk operations
• Identify opportunities for process improvements and implement solutions to enhance end-user satisfaction

Qualifications

• 5+ years of IT helpdesk or technical support experience, with at least 2-3+ years in a supervisory or lead role
• Strong technical knowledge of Office 365 administration, Active Directory, and VPN connectivity
• ServiceNow experience is strongly preferred
• Proven experience setting and managing SLAs and helpdesk metrics
• Excellent troubleshooting, problem-solving, and communication skills
• Ability to work hands-on in a fast-paced environment while guiding and developing team members
• Customer-focused mindset with a commitment to delivering high-quality IT support

Preferred Qualifications

• Experience working in a small-to-mid-size organization
• Familiarity with ITIL best practices
• Background in additional infrastructure or applications support areas

Desired Skills and Experience

Helpdesk, ServiceDesk, HelpDesk, Management, leadership, ITIL, SLA's, Office 365 administration, Active Directory, VPN, ticketing, tickets, ticketing system, customer service, mentorship, technical support