Service Desk Manager

(EDO) Entertainment Data Oracle, Inc.; Lansdowne (VA); On-site; USD 92,000 - 147,900; Full time

Job summary

Alliance Defending Freedom is seeking a Service Desk Team Leader to oversee Tier 1 & 2 support, drive ITSM initiatives, and lead dispersed teams across US and international offices. You will tackle escalations, optimize processes, and mentor staff while delivering excellent end‑user service.

The role emphasizes hands‑on ticket handling, strategic transformation of the Service Desk, and collaboration with security, infra, and engineering teams to improve performance and outcomes.

Qualifications

• Bachelor’s degree or equivalent experience in IT.
• 5+ years in desktop/systems support or IT service management.
• 2+ years supervisory experience and leadership skills.
• Excellent written and verbal communication in non-technical terms.

Responsibilities

• Lead and manage the Service Desk and IT Support team across US and international offices.
• Ensure SLAs are met and generate regular productivity reports.
• Drive ITSM adoption and continuous improvement initiatives.
• Escalate and follow up tickets; reduce recurring issues.
• Provide local and remote support using remote tools; support various platforms.
• Coordinate with leads, IT staff, and vendors to address issues and new tech.
• Document root causes, workarounds, and fixes; communicate outcomes clearly.
• Maintain inventory and enforce asset controls; manage min/max levels.
• Develop SOPs and policies; expand self-service knowledge base.
• Travel to US and European offices as needed.

Skills

Leadership

Communication

Troubleshooting

End-user support

Travel readiness

Education

Bachelor’s degree in computer science or related field

Tools

ITSM tools

Remote control tools

AI-assisted support tools

Job description

Make a difference with us! At Alliance Defending Freedom, we believe God has brought you here for His purpose—to stand for truth and defend the God-given right to live and speak it. Together, we protect religious freedom, free speech, the sanctity of life, marriage and family, and parental rights.

Team Overview

In this role, you are responsible for managing the Service Desk function and IT Support team across our US and international offices. The Service Desk team diagnoses, tracks, and resolves Tier 1 & 2 technical issues for the ministry staff, and escalates advanced technical support issues to Security, Infrastructure, and Engineering teams to address.

The ideal candidate is someone who excels at leading dispersed teams and isn't afraid to be hands‑on tackling tickets alongside the team. You are passionate about providing excellent customer service to staff members, radiating Christ's character in all interactions. Lastly you are up for the challenge of moving the Service Desk from a reactionary IT function to a strategic department by driving innovation and process improvements.

Key Responsibilities

• Manage and oversee a team of Technical Support Specialists, ensuring the Service Desk team is meeting stated service level agreements (SLAs) with excellence across the organization.
• Analyze Service Desk activities and develop tools and process improvements to optimize service and team performance, including daily, weekly, and monthly reports on Service Desk productivity.
• Be the key driver in supporting the ITSM framework and champion Continuous Improvement.
• Responsible for escalation and follow‑up of Service Desk tickets, working to reduce or eliminate recurring tickets.
• Perform a high level of local support for onsite personnel as well as remote support using remote control tools. Supported platforms include all ministry software, hardware, and network systems.
• Coordinate with Team Leads, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies.
• Determine the root cause of problems and identify workarounds or permanent fixes, ensure workarounds and permanent fixes are documented and communicated.
• Ensure effective and prompt communication throughout the process of all Service Desk cases.
• Manage and track inventory for assets (PCs, phones, Macs, iPads, etc.) and consumables (cameras, keyboard/mouse, monitors, etc.)
• Ensure inventory levels (min/max) are being kept and updated per location, and update those levels as needed.
• Create, update, and enforce the use of standard operating procedures and policies by all team members.
• Leverage AI‑assisted support tools and automation to improve first‑contact resolution and reduce average handle time.
• Maintain, expand, and champion the self‑service knowledge base to empower end users and reduce recurring, repetitive tickets.
• Travel to various US and European offices.

Team Leader Responsibilities

• Act as a servant leader by training, encouraging, coaching, and developing your Team Members. Foster a spirit of trust and innovation in your team.
• Meet regularly with your Team Members to discuss their progress and complete Career Path Discussions.
• Approve PTO requests, time cards, and expense reports.

Minimum Qualifications

• Bachelor’s degree in computer science, information technology, or a related field or equivalent experience.
• 5+ years experience in desktop/systems support or IT service management, as well as 2+ years of supervisory experience.
• Excellent written and verbal communication skills and ability to communicate effectively with end‑users in non‑technical terms.
• Proven technical troubleshooting and problem‑solving skills.
• Experience with Microsoft, Linux, Windows and iOS and other common operating systems and software applications.
• Familiarity with AI‑assisted support and productivity tools (e.g., Claude, Copilot, or similar).
• Ability to assist and/or coach team members and end‑users with advanced technical issues.
• Ability to travel as needed (~10-15%)

Benefits

At Alliance Defending Freedom, we offer a competitive compensation and benefits package to support your well‑being and growth. While we do not disclose specific salary ranges, our compensation is competitive with top non‑profit law firms. Our benefits include 100% covered medical and dental insurance, medical and dependent care reimbursement, paid disability, long‑term care, life insurance, and a 401(k) plan with a 4% company match. We prioritize work‑life balance with paid time off and 12 paid holidays each year.

Virginia Salary Range

$92,000 - $147,900 USD