Service Desk Manager

iSuite; Missouri; On-site; USD 92,000 - 96,000; Full time

Benefits offered by this job

Stock Ownership

Annual Bonus

Health Insurance

Vision Insurance

401k

Paid Time Off

Holidays

Tuition Reimbursement

Employee Assistance

Job summary

iSuite L.L.C. is seeking a Service Desk Manager to lead the IT help desk at our Granite City, IL headquarters.

The ideal candidate has 5+ years in IT support with at least 2 years in a supervisory role and will own staffing, SLA/OLA, and the HaloPSA platform. You will partner with Network, Cybersecurity, and Modern Workplace teams to align service delivery with ITIL and CIS controls, manage budgets, report KPIs, and drive continuous improvements while ensuring service quality across office

Qualifications

• Bachelor's degree or equivalent hands-on experience in IT/Business fields
• Experience leading ServiceDesk teams and managing SLAs, CSAT, and multi-technician teams
• Familiarity with ITIL, CIS Controls and audit requirements

Responsibilities

• Lead and develop the ServiceDesk team, including hiring, onboarding, performance management, and career development
• Define and maintain SLA/OLA/KPI framework; set targets for response, resolution and CSAT; report to IT leadership
• Own HaloPSA platform configuration, integrations, workflows, and reporting; manage vendor relationships
• Build and defend annual ServiceDesk budget including labor, ITSM tooling, training, and hardware refresh
• Drive continual service improvement initiatives such as knowledge base maturity and self-service expansion
• Coordinate with site leaders and Traveling Support Specialist for new office go-lives
• Establish queue management, escalation, on-call procedures; resolve cross-team escalations
• Partner with Network, Cybersecurity, Modern Workplace, and Asset teams on cross-team workflows
• Represent ServiceDesk in IT leadership meetings; communicate service health and improvement plans
• Maintain compliance with internal policies and ITIL/CIS controls
• Coach team members on communication, SLA discipline, and documentation
• Coordinate vendor and third-party escalations for timely resolution

Skills

ITSM platforms

Active Directory

PowerShell scripting

KPI design

Budget management

Vendor management

ITIL

Communication

Coaching

Education

Bachelor's degree or equivalent experience

Tools

HaloPSA

ConnectWise

ServiceNow

Active Directory

Microsoft 365

Job description

Information Technology Opportunity: Service Desk Manager

iSuite L.L.C. is seeking a qualified professional to join our Information Technology team. iSuite is a business support services organization formed in 2023. The organization provides business development and pursuit, estimating, safety, accounting, human resources, information technology, marketing, and training services to clients within the Architecture, Engineering, and Construction (A/E/C) industry.

This shared-services company supports the IMI business units and provides a uniform,

employee-based culture founded on our Support the Build mentality. This mentality aligns

with our employee-owned company so that all personnel take an owner’s mindset approach to our business. iSuite is headquartered in Nashville, TN and has branches in Granite City, IL, Chesterfield, MO and Charlotte, NC.

We are currently looking for a Service Desk Manager to join our Information Technology team located at our headquarters in Granite City, IL. Our ideal candidate for a Service Desk Manager is someone who has 5+ years of experience in IT support with at least 2 years in a ServiceDesk lead or supervisory role.

Primary responsibilities for iSuite’s Service Desk Manager include:

• Lead and develop the ServiceDesk team, including the ServiceDesk Lead, ServiceDesk Analysts, and any Tier 2 support staff; own hiring, onboarding, performance management, and career development
• Define and maintain the ServiceDesk SLA, OLA, and KPI framework; set targets for response, resolution, CSAT, FCR, abandonment, and backlog age, and report performance to IT leadership
• Own the HaloPSA platform configuration, integrations, workflows, and reporting; manage the vendor relationship and contract renewal cycle
• Build and defend the annual ServiceDesk operating budget including labor, ITSM tooling, training, and hardware refresh; track and report variance
• Drive continual service improvement initiatives such as knowledge base maturity, self-service portal expansion, and ticket automation; measure and report outcomes
• Ensure consistent service quality across all office locations and remote staff; coordinate with the Traveling Support Specialist and site leaders on new office go-lives
• Establish and enforce queue management, escalation, and on-call procedures; resolve cross-team escalations and drive root‑cause analysis on recurring or high‑impact incidents
• Partner with adjacent IT functions (Network, Cybersecurity, Modern Workplace, Asset Administration) on cross‑team workflows and shared metrics
• Represent the ServiceDesk in IT leadership meetings and to executive stakeholders; communicate service health, risks, and improvement plans clearly and proactively
• Maintain compliance with internal policies, frameworks (ITIL, CIS Controls), and audit requirements affecting ServiceDesk operations
• Coach team members on customer communication, SLA discipline, and documentation quality; lead regular team meetings, 1:1s, and performance reviews
• Coordinate vendor and third‑party support escalations to ensure timely resolution and proper cost management

Primary qualifications for iSuite’s Service Desk Manager include:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent hands‑on experience
• 5+ years in IT support with at least 2 years in a ServiceDesk lead or supervisory role; demonstrated track record managing SLAs, customer satisfaction, and a multi‑technician team
• Strong working knowledge of ITSM platforms (HaloPSA preferred; ConnectWise or ServiceNow acceptable); Active Directory and Microsoft 365 administration fundamentals; PowerShell scripting at a working level; reporting and KPI design; budget management; vendor and contract management; ITIL service management principles
• Calm under pressure; strong written and verbal communication; sound judgment on escalation and prioritization; coaching mindset; data‑driven decision making; ability to influence across IT functions and with executive stakeholders
• Certifications: SDI Service Desk Manager (SDM v9) or HDI Support Center Manager required within 12 months of hire; ITIL 4 Foundation required (Practitioner or Specialist credentials preferred); A+, Network+, AZ-900, or MS-900 a plus

COMPENSATION AND BENEFITS:

• Salary Range: $92,000 - $96,000
• Employee Stock Ownership Program
• Discretionary Annual Bonus'
• Health Insurance
• Vision Insurance
• 401k with Discretionary Company Contributions
• Paid Time Off (Vacation; Sick Time)
• Paid Company Holidays
• Tuition Reimbursement Program
• Employee Assistance Program

DIVERSITY:

Our commitment to diversity and inclusion starts with us. The IMI companies strive to build a team that is truly reflective of the communities we serve in every level of our business. We know that when diverse minds and perspectives come together, the possibilities are limitless.

WHY iSuite L.L.C?

At the IMI companies, we don’t just admire thinking outside of the box, we encourage it. IMI knows that to tackle the challenging projects we are faced with every day takes a team of creative problem solvers who aren’t afraid to be bold. Which is why IMI companies work every day to create a work environment that gives back to our employees. Our family‑first approach and commitment to work‑life balance are just a couple of the things that make the IMI companies an ideal career destination.

Our philosophy is to hire talented people, provide them with the training, tools, and resources to be successful, empower them to go and contribute to the success of the company, and to reward performance. If you’re ready to be a part of our team AND a part of our solution,