Service Desk Manager

Y-Axis; Lansdowne, Northern (VA, KY); Hybrid; USD 92,000 - 148,000; Full time

Job summary

Alliance Defending Freedom is seeking a Service Desk Manager to lead the IT Support team across US offices and international sites. You will drive service delivery, manage escalations, and advance ITSM adoption while ensuring strong customer service and hands-on leadership.

The role requires 5+ years in desktop/systems support or IT service management, plus 2+ years in supervision; remote work is allowed, with travel to various offices as needed.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years in desktop/systems support or IT service management.
• 2+ years in supervisory role.

Responsibilities

• Lead and manage a dispersed Service Desk and IT Support team across US and international offices.
• Drive optimization of service delivery to meet SLAs and improve productivity.
• Champion ITSM framework adoption and continuous process improvement.
• Oversee escalation and resolution of tickets, reducing recurring issues.
• Provide hands-on support for onsite and remote staff; support multiple platforms.

Skills

IT Service Management

Team Leadership

Technical Troubleshooting

SLA Management

ITSM Framework

Asset Management

Process Improvement

Customer Service

Remote Support

Knowledge Base Management

AI-assisted Support

Root Cause Analysis

Education

Bachelor’s degree in Computer Science, IT, or related field

Job description

Service Desk Manager at Alliance Defending Freedom

Full Time

Start Date: Immediate

Experience: 5 year(s) or above

Remote Job: Yes

Telecommute: Yes

Sponsor Visa: No

Skills

• IT Service Management
• Team Leadership
• Technical Troubleshooting
• SLA Management
• ITSM Framework
• Asset Management
• Process Improvement
• Customer Service
• Remote Support
• Knowledge Base Management
• AI-assisted Support
• Root Cause Analysis

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. Review our Statement of Faith to ensure we’re a fit for you.

Locations: Scottsdale, AZ / Lansdowne, VA / Dallas, TX

Team Overview

In this role, you are responsible for managing the Service Desk function and IT Support team across our US and international offices. Our 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 not 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.

As a Team Leader you will:

• 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%).

Preferred Qualifications

• ITIL Foundation certification preferred

Pay & 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.

This salary range is reflective of a position based in Lansdowne, VA. This range is a good-faith estimate, and the actual salary may vary based on the candidate’s experience, skills, qualifications, and office location.

Virginia Salary Range$92,000—$147,900 USD

Responsibilities

Manage the Service Desk function and IT Support team to resolve Tier 1 and 2 technical issues across US and international offices. Drive the transition of the Service Desk from a reactionary function to a strategic department through innovation and process improvements.