Service Desk Manager

Encore Technologies; Cincinnati (OH); On-site; USD 65,000 - 85,000; Full time

Job summary

Encore Technologies in Cincinnati, OH, seeks a Service Desk Manager to plan, organize, and direct service desk activities, ensuring high availability of IT services for users. You will lead a team of 3–5 staff, implement ITIL practices, manage incidents and SLAs, and collaborate across departments to meet business needs.

A bachelor’s degree and relevant certifications are preferred. This full-time role requires strong leadership, communication, and problem-solving skills to coach and develop the

Qualifications

• Bachelor's degree in IT/CS required.
• 3-5 years in IT service desk with 1-2 years in leadership.
• Experience with incident management and SLA.
• Familiar with ITIL practices.
• Proficient with ServiceNow, Jira, Zendesk.

Responsibilities

• Oversee IT service desk team of 3–5 staff including desktops, laptops, hardware, software, and mobile devices.
• Perform annual employee appraisals and coaching.
• Establish and implement best practices for service desk operations.
• Manage end-user hardware and applications support.
• Review incidents and ensure proper escalation procedures.
• Coordinate with managers to deliver transparent services meeting organizational needs.
• Supervise and monitor service desk staff performance.
• Provide training, counseling, and mentorship to team.
• Respond to customer service requests promptly.
• Other duties as assigned.

Skills

Incident management

Leadership

Communication

ITIL knowledge

Ticketing systems

Education

Bachelor's degree in IT/CS

IT certifications (ITIL, CompTIA, HDI)

Tools

ServiceNow

Jira

Zendesk

Job description

Position Summary

The Service Desk Manager is responsible for planning, organizing, and directing the Service Desk related activities and personnel,ensuring high availability and support for all IT related services.

Responsibilities

• Oversee all IT service-related efforts of a team or 3-5 including desktop, laptop, related hardware and software, procurement, and mobile devices.
• Perform annual employee appraisals and coaching as needed.
• Establish, refine, and implement industry best practices for Service Desk operations
• Manage the support for all end user IT-related hardware and applications.
• Review incidents to ensure proper escalation procedures are being followed.
• Keeps the leadership team informed and recommends resolutions.
• Coordinates with appropriate managers and departments throughout the organization to ensure services provided are as transparent as possible and meet the needs of the organization.
• Manages IT Service Desk efforts including evaluations, recommendations, resource planning, control, and status reporting.
• Supervise and monitor the performance of all IT service desk staff.
• Provides technical training, professional counseling, and mentorship to all team members contributing to service efforts.
• Responds to customer service requests in a timely and efficient manner.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Relevant IT certifications (e.g., ITIL, CompTIA, HDI Support Center Certification) are a plus.
• 3-5 years of experience in an IT service desk or technical support role, with at least 1-2 years in a supervisory or leadership capacity.
• Proven experience with incident management, service desk operations, and service level management.
• Experience using IT service management tools (e.g., ServiceNow, Jira, Zendesk) and ticketing systems.
• Experience in managing and improving team performance and operational efficiency.
• Strong technical troubleshooting and problem-solving skills across hardware, software, and network-related issues.
• Excellent leadership, interpersonal, and communication skills, with the ability to motivate and support a team.
• Ability to handle escalated customer service issues with professionalism and composure.
• Strong organizational and time-management skills, with the ability to handle multiple priorities effectively.
• Knowledge of ITIL practices and principles for service desk management.
• Strong customer service focus, with a dedication to maintaining high levels of user satisfaction.

Physical Requirements

• Prolonged periods sitting at a desk and working on the computer.
• Occasional liftin pushing, pulling up to 15 lbs.
• In-Office Position with occasional on-call support or evening/weekend work may be required depending on business requirements.