Service Desk Manager

suddath; Jacksonville (FL); On-site; USD 70,000 - 110,000; Full time

Job summary

Suddath is seeking a Service Desk Manager in Jacksonville, FL to lead a team of Service Desk Technicians and ensure top-tier IT support. You will drive KPI reporting, manage vendor relationships, and oversee incident, service request, and problem management to meet service level objectives.

You will monitor operational performance, improve escalation processes, and maintain asset records while coordinating with IT leadership on strategic initiatives.

Qualifications

• Proven leadership of a service desk or IT support team.
• Strong focus on customer service and issue resolution.
• Experience with KPI/SLAs and reporting.

Responsibilities

• Oversee Service Desk Technicians and support customers to meet service levels.
• Monitor and manage phone queue; assist with escalated calls.
• Perform daily system monitoring for availability and integrity.
• Maintain IT knowledge base and SLAs; drive improvements.
• Manage outages and emergency activities across the org.
• Report business-impacting issues to IT leadership.
• Manage vendor relationships (Dell, CDW, Microsoft, AWS, ManageEngine).
• Oversee all ticket types and serve as escalation point for incidents.
• Improve escalation processes and ensure timely communications.
• Contribute to Service Desk SOPs and automated initiatives.
• Lead continuous improvement in Change/Problem Management processes.
• Maintain end-user asset records for laptops/desktops/monitors.
• Support Windows imaging and deployment processes.

Skills

Team management

IT service desk

Customer service

KPI reporting

Vendor management

Communication skills

Problem solving

Education

Bachelor's degree in IT/Computer Operations

Job description

Why Choose Suddath to "Move" your Career to the Next Level?

At Suddath, you can be part of something special and inclusive! Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.

What We Offer!

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Weekly pay for hourly-paid employees. Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development
• For more information on our benefit offerings, please visit https://suddath.com/about/careers/ and scroll down to view our employee benefits.

Summary:

The role of the Service Desk Manager is to oversee the performance of Service Desk Technicians as well as support of customers and ensure that service levels are achieved; ensure that customer expectations are met or exceeded with regard to service and problem resolution based on defined metrics/benchmarks, and processes are followed to provide the best possible customer service and service level objectives; continually review existing processes for improvement and/or automation for added efficiency.

Essential Duties and Responsibilities:

• Provide Service Desk KPI data and trend reporting to IT leaders during ad hoc, weekly, and monthly reviews, and as needed; lead ticket deep dives and develop improvement strategies; position the Service Desk as IT's single source of truth and primary service delivery channel.
• Monitor and manage the phone queue, participating in escalated calls as needed.
• Perform daily system monitoring to verify the integrity and availability of systems and key processes.
• Oversee, create, and maintain the IT solutions repository to ensure relevant solutions are available; develop service and business-level agreements to set expectations and measure performance; establish a practical framework for managing and improving customer IT support; advise management on issues requiring additional client support or escalation.
• Manage processes and communications for technology and non-technology outages and emergency activities across the organization.
• Report business-impacting issues to business leaders and IT management.
• Manage vendor relationships, including hardware vendors such as Dell and CDW and software vendors such as Microsoft, AWS, and ManageEngine, based on operational needs.
• Oversee all request types, including incidents, service requests, and problems; manage complex or urgent support issues; and serve as the escalation point for requests and incidents.
• Develop and improve phone and ticket escalation processes to support clear, timely escalation and information flow across the organization; identify root causes and communicate updates appropriately to internal and external customers.
• Contribute to and maintain Service Desk Standard Operating Practices.
• Research and recommend innovative, automated approaches for production support tasks where appropriate; identify solutions that maximize resources and create economies of scale.
• Manage a team of Service Desk Technicians, including performance reviews.
• Manage and continuously improve Change Advisory Board meetings and processes.
• Manage and continuously improve Problem Management meetings and processes.
• Maintain accurate end-user asset management records for laptops, desktops, monitors, and related equipment.
• Oversee and support corporate Windows operating system image and imaging processes.

Job skills required:

• Prior team management experience in an office or IT environment
• Strong organizational skills to manage daily responsibilities effectively
• Detail-oriented with the ability to multitask in a fast-paced environment
• Excellent communication skills and a positive attitude
• Strong customer service skills and professional phone etiquette
• Strong analytical and problem-solving skills
• High attention to detail
• Excellent verbal and written communication skills, with the ability to collaborate effectively with internal and external contacts at all levels
• Strong teamwork and interpersonal skills, with the ability to manage relationships across all levels of the organization
• Ability to learn quickly and adapt to changing needs

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor's degree in IT/Computer Operations prefer